Nedbank ***** to their custom

Today I experienced a transaction of R158 to an Uber eats which I have never used it in my life. I called Nedbank customer service to notify them about this transaction, and surprisingly the agent told me that I might have given someone my card and they used my card number to purchase it, I mean like really why should one so that and report it as *****??

He than told me I must give him my card number to block my card n go to the nearest branch to open a new one while my query will take up to two weeks to investigate it?

I dnt work at the bank but I don't think such cases I handled this in competently without caring for a customer😧😳.

The same agent told me he will send me a case number to query or follow up on my case while they still investigating my R158 that was used to purchase Uber eats which I have never used and my card is always with me. Till now I haven't got that case number. After close to 45minustes without receiving the case I called again and ask them to transfer me to ***** and card department which they did. The lady who was assisting me put me on hold until the call dropped.

I do not know what's happening at Nedbank, but am scaptical because this is the 2nd time I received such a service when querinv about my money being debited on my account, the 1st one happend last month were I deposited R2500 on my account at the ATM in Dobsonville,Soweto but the deposit didn't go through. They only treated the matter urgently after I lay a complain at ombudsman.

Now it's the 2nd time but different scenario because this one my account was access and used to purchase Uber eats.

I really think this is Nedbank stuff doing this because if someone, even me when I purchase online I need to accept the mandate or debit on my Nedbank account before it goes through, but this one for R158 it just when through I only realised it when my phone notified me that I have purchased Uber eats for R158.