Nedbank Refusing to Cancel Funeral Policy

I am lodging a formal complaint against Nedbank for unacceptable and negligent service by their funeral policy department.

I took out a funeral policy for my brother, who is mentally incapable of managing his own financial affairs. In an effort to protect him, I requested that the premium payments be moved to my personal account. Nedbank refused and insisted that payments must come from his account, despite being clearly informed that this would fail.

As expected, the debit orders have been repeatedly returned unpaid because my brother spends the funds, resulting in ongoing penalty fees being charged to an elderly, vulnerable person living on a SASSA grant. This is exactly what I tried to prevent.

Since 4 May, I have made multiple attempts via email to cancel this policy. No response was received. On 18 May, I called and was informed that the policy is still active.

Nedbank then insisted on speaking directly to my brother, despite being told multiple times that he does not understand the situation. They proceeded anyway, causing confusion and distress. I attempted to assist by involving the supervisor at his assisted living facility, but Nedbank refused to cooperate, showed no willingness to apply reasonable judgment, and even terminated the call on me.

A further attempt to escalate the matter was unsuccessful, as no manager was available, and I was instead given additional unnecessary administrative hurdles.

This entire situation is unacceptable. Nedbank is continuing to process debit orders against the account of a vulnerable individual, knowingly causing financial harm through repeated bank charges.

I have already secured alternative cover through FNB. My intention has always been to protect my brother, yet Nedbank has done the opposite.

I demand that this policy be cancelled immediately and that all further debit orders cease without delay.

Failure to resolve this matter urgently will leave me with no choice but to escalate it further.