Negligence

Subject: Formal Complaint: Unauthorized Double Debit and Poor Resolution Attempt

Dear Nedbank Customer Service Management,

I am writing to lodge a formal complaint regarding a serious error made by Nedbank and the subsequent unsatisfactory handling of my case.

On [03/12/25 & 04/12/25], Nedbank incorrectly processed a duplicate debit of R805 for my weekly debit order, in clear breach of our agreement which authorizes only a single weekly transaction. This double debit has caused significant financial inconvenience and distress.

To resolve this, I promptly sent an email requesting the immediate reversal of the unauthorized extra amount.

Instead of receiving a resolution, I received an unhelpful call today from a sales consultant. I was informed that I must personally contact your finance department to fix an error that is entirely of Nedbank's making. I do not have the means (time/airtime) to make such calls to resolve a problem I did not create. This response is entirely unacceptable and demonstrates a lack of accountability and customer care.

I am deeply disappointed that my genuine concern has not been taken seriously. My matter has been dismissed, and I have been burdened with the task of fixing Nedbank's mistake.

Therefore, I demand the following as a matter of urgency:

1. The immediate reversal of the incorrectly debited R805, plus any related bank charges that may have been incurred due to this error.

2. Confirmation that this has been resolved and that my debit order will proceed correctly as per our original agreement.

I expect this to be resolved within 48 hours. Should I not receive a satisfactory resolution, I will have no choice but to escalate this complaint to the Ombudsman for Banking Services (OBS) for further action.

I await your prompt and serious attention to this matter.

Sincerely,