Nedbank Unresolved Case

On the 15th of February 2020, I tried to purchase electricity from a Nedbank ATM. After nearly 15 minutes of waiting for the transaction to process, the ATM suddenly crashed.

On that day, I learned that Nedbank runs its ATMs with Windows 7 as their operating system. I waited another ten minutes for the ATM to reboot, hoping that it would spit out my card and the voucher. It didn't, just gave me an out of order message.

I immediately phoned Nedbank so that I could get my card blocked and get the purchase reversed. The electricity purchase reflected on my account but I didn't get a voucher.

The gentleman on the phone blocked my card and informed me that it would take seven days of investigation before Nedbank could reverse my purchase.

I went to my nearest Nedbank branch on the 17th of February and received a new bank card. Later on that week, I phoned Nedbank to find out how my case for the lost voucer was progressing. The lady on the line informed me that it would take at least 7 working days to sort things out.

I waited till the 26th of February to try to call Nedbank again. I couldn't get through because the line was busy (or something). I launched various attempts to get connected to a consultant throught out the day, but to no avail.

Which is simply unnacceptable for a bank of Nedbank's stature. Today on the 27th of Feb, I tried calling them again. Spoke to a consultant who informed me that there were no updates in regards to my case.

Since 7 working days has passed, I asked the consultant to escalate the case.

It's simply frustrating that I have to keep calling Nedbank so I can get my money back. All the airtime and petrol of wasted is getting very close to the amount I've lost to one of their ATMs. They take their sweet time to resolve issues but they're never late when it's time to debit your account for their fees

I have been very patient but enough is enough.

My case number is: ***5