PayShap Transaction Missing – Extremely Poor Service from Nedbank

Extremely Disappointed with Nedbank Service Regarding PayShap Transaction

My name is Johannes Bopape and I have been both a Nedbank and Standard Bank client for more than 8–10 years.

Yesterday at around 07:00 AM I made a PayShap payment of R500 from my Nedbank account to my Standard Bank account. PayShap transactions are supposed to reflect almost immediately, however the money has still not reflected.

At 12:57 PM I contacted Nedbank on ***and the consultant told me there was nothing Nedbank could do because the transaction had already cleared on their side and that I should contact Standard Bank.

I then contacted Standard Bank at 15:20 PM on ***. The consultant was helpful and logged an investigation. She advised that they could not see any incoming PayShap transaction and suggested that Nedbank should also follow up because the funds could possibly be sitting in a suspense account.

I then called Nedbank again at 15:42 PM and spent more than 20 minutes trying to get assistance. Initially the consultant insisted the transaction had gone through. Later during the call she said the system actually shows the transaction as “pending” and awaiting clearance.

After raising my concerns, she told me Nedbank could not do anything because PayShap is handled by another service provider and there is no timeframe for a query to be resolved.

She then placed me on hold to speak to her team leader. After several minutes she came back and said the team leader confirmed that Nedbank is experiencing technical issues with PayShap transactions and that I am not the only client affected. I was told that I should simply wait.

What frustrated me the most was receiving completely different answers from Nedbank consultants about the same transaction.

As of this morning the money is still not reflecting in my Standard Bank account, and I urgently needed those funds.

Since banks normally record calls for quality and security purposes, Nedbank can also review the calls I made at 12:57 PM and 15:42 PM which will clearly reflect the concerns I raised and the responses I received.

As a long-standing client, I expected far better service and assistance from Nedbank.

I sincerely hope Nedbank will investigate this matter properly and resolve it as soon as possible.