Not earning Greenbacks. No help for 7 weeks.

I have been a Nedbank client for nearly three decades and I have never had a problem with new cards.

My Mastercard and American Express card expired end of September 2025 and in early September I was notified that I can collect my cards at Nedbank Woodlands.

I went to the branch to collect my cards on 15 September. When the consultant gave me the new cards, she told me that the card numbers are still the same, pin codes are still the same and I will keep on earning Greenbacks on these cards.

Later that same day, I realized that both cards did not work at till points or at ATM's.

I went back to the branch and showed the consultant that the ATM said that both the cards were invalid.

She then gave me two new cards with new card numbers and we had to reset the pins. We tried them at the ATM, and they both worked. Then she said that she will quickly assign my Greenbacks to these cards.

Since then (15 Sept), I have been using my Nedbank cards almost daily, but never earned any Greenbacks since 15 Sept.

I went back to the Woodlands branch on 29 September to report this, and they said I must sort this out telephonically with Customer Care. I called them and explained the situation. They said they will fix it and get back to me.

Nothing happened.....

I called again on 4 Oct, 7 Oct, 14 Oct, 20 Oct, 27 Oct and 29 Oct and every time they told me that it would be an easy fix and my card transactions will be back dated since 15 September and I should just monitor my Greenbacks balance.

Everytime nothing happened.

Everytime I got told that it would be referred to a supervisor and I'll get called later that day, but nothing happened. Every time they told me that email was sent to the Greenback division and I'll get notified on the outcome later that day, but nothing happened. They also told me that they can see on the system that my new card numbers are definitely linked to Greenbacks, but they don't know why I am not earning.

On 29 October I told them that this issue must now get resolved, and also told them that according to my bank statement my card transactions for this period totalled nearly R20,000, mainly from my American Express card, but no Greenbacks were earned. The consultant on the 29th told me that he would investigate and call me back.

He called me back that same day and told me that he had spoken to the Greenbacks department and they said that I should not worry and give it a few days, and things will get resolved, because it is not only on my account that there is a problem, but there is a countrywide problem with Greenbacks, and they are working on it.

I was a bit sceptical that this "countrywide problem" coincidentally started on the same day that I was issued new cards.

Since that last phone call on 29 October I've been searching the internet for info, but can not find anything that mentions a countrywide Greenbacks problem.

My friends who are Nedbank clients say that this is absolute nonsense because there is no problem with their Greenbacks.

I find it absolutely unacceptable that something that seems to be so simple to resolve can still be unresolved after 7 weeks.

If there really was a countrywide problem, I'm sure that Nedbank would have sent SMS's to apologise for the inconvenience.

Anyway, 7 weeks later, and no progress...

Please fix this, and backdate my earnings since 15 September.