Nedbank Powerball internet banking app winning numbers not paying out

On 6 June I played Powerball through the Nedbank internet banking app (2 boards with Powerball plus added) and when comparing my numbers to the results that same night, I had 4 matching numbers (3+bonus). The next morning I noticed I did not receive a winning notification from my banking app as I usually do when my winnings are between R5 - R15. Since these winnings resulted in a payout of about R400+ I decided to contact the Nedbank customer service contact centre that same day (Wednesday 7 June) to understand why the app did not recognise my winning numbers and whether I'll be receiving a payout.

The consultant confirmed my purchase on the 6th June and advised that I was not a winner if the system did not generate a notification. I couldn't understand the level of convincing it required to get the agent to compare my numbers to the results on the internet to see that there's clearly a problem and was even advised to take it up with Ithuba National lottery (which makes no sense since I made the purchase through the app) as such I requested to speak to the manager which the agent confirmed would call me back.

By Friday 9th June I did not receive any call from the manager as promised and decided to log a formal complaint through the call center, which I did by explaining the situation and also not being called back as promised. Reference: CCM ***9

Today, Tuesday 13th June, I am still awaiting feedback and decided to share this poor experience due to the turn around time, but I believe this needs to make people aware that playing the lotto through the Nedbank app is not safe in the sense of assuming its not worth comparing your numbers to results when no notification is received. This has raised a concern on whether numbers I played in the past which I did not compare to results could have been winning numbers that I'll never know about. With that being said, I also believe purchasing through the app and selecting multiple draws for future plays should be avoided due to this specific possibility of losing when winning. I have no trust in using the app for Lottery purchases going forward.

The outcome of this complaint will be shared with details of my concerns mentioned.