NON-EXISTING CUSTOMER CARE SERVICE

Nedbank Account Hold Without Notice and Extremely Poor Service Nedbank placed a hold on my husband’s account on 12 April 2026 without any prior notification. After contacting Nedbank via the app, we were informed that he needed to update his tax status as he works abroad. We immediately submitted proof that both Federal and State tax returns were submitted in February 2026. Thereafter, my husband received a call from Leesha Pachardi, who confirmed she would contact me and revert back to him. To date, no call back has been received. Communication from Nedbank since then has been extremely poor. Emails are only partially responded to, important questions (including turnaround time) are ignored, and follow‑ups are not acknowledged. On 21 April 2026, we received an email from William Brand at the Piketberg branch requesting a signed indemnity form and my husband’s ID. We were informed documents could be emailed, but that original documents would still be required. We sent everything requested and asked for confirmation, feedback, and a turnaround time. No response was provided. I was forced to call the contact centre, where I was again directed back to Leesha Pachardi. I refused, as she previously failed to return calls, and requested to speak to someone else. After a long wait, I was informed that all documentation had been received and that it would take 24 business hours to resolve. This means we are left without access to funds over a long weekend, as Monday is a public holiday, and the matter will only be resolved on Tuesday — despite Nedbank acting immediately to place the hold. Further concerns:

No explanation has been given as to why only certain clients working abroad are subjected to this tax verification, while others in identical circumstances are not. This question has never been answered.

Nedbank was quick to restrict the account but extremely slow to resolve the issue once all required documentation was submitted. The lack of communication, missed callbacks, and absence of accountability is unacceptable. Based on this experience, I cannot recommend Nedbank’s service.