Poor Service

I am have been using Nedbank for the past 10 years without any problem until 13 September 2021. On that day I was using my Money App to place a notice of withdrawal on my Investment Account and I got a message that I am not Fica compliant.

On the 14 September at about 14:30 I went to the branch with my ID card to do the Fica complaint thing since I needed to place a notice to withdraw my money. I was attend to by one of their representatives who said will assist me with my problem and after few questions, taking of fingerprints and photo she said my Fica status is fix. I then log on my Money App to place the notice, on my surprise the App had the same message that I am not Fica compliant and I show the consultant. She ask me wait for the supervisor or manager assist, I then waited until 16:00 and it is when they told me that they will send an email to head office to fix it and they will call me the following day. They gave me a reference number:***0

On the following day I got a call from them asking me to check my Money App if there is any chance and again there was no change, they then promised to call me back and they didn't.

On the 15 of September 2021 I call Nedbank call center to make follow up and then the constant asked me what happened, I then explained my situation on what happened on the 13,14 and 15 of September 2021. She then promised to assist by send an email to IT to fix it because on her side everything is fine. I got a reference number: ***9

There were no changes on the App on the 16 and 17 of September 2021. Then on the 17 of September 2021 around 15:00 I called again and requested to report a complaint about the two references numbers, I then spoke to a consultant of which I explained what has happened on the 13 up to the 17 of September 2021, he promised to prioritize my complaint and that he will come back to me on the 20 of September 2021 with feedback. He gave me a reference number ***0

On the 20 I got a call to check my App and again there was no change. On the 22 of September 2021 I call again and ask to speak with the manager and I again I explain my situation from day one and I gave her all my references numbers and she promised to prioritize my complaint and she will come back to me before the end of that day. She gave me a reference number ***0

Unfortunately until now I am still waiting for the feedback back and my Fica status is still the same on my App.

I have people and bills to pay with that money, but still no touchable feedback from Nedbank or a way forward. My reputation and image is now questionable to those I owe my because of Nedbank