Settlement Paid but No Paid-Up Letter Received

I am writing to formally lodge a complaint regarding the handling of my credit card account.

In August, I requested and was provided with a settlement figure for my credit card, which I duly paid in full. Following this, I requested a paid-up letter and was assured on 19 August that I would receive it. To date, however, I have not received any such confirmation.

Instead, today I received an SMS stating that my credit card has not been paid and that I should make immediate payment to avoid court summons. This is not only inaccurate but deeply concerning given that I have already settled the account as per the figure provided by Nedbank.

I have contacted your call centre on multiple occasions and spoken to three different agents. Each time, I was informed that the paid-up letter was requested and that I would receive it shortly, yet nothing has been sent to me. The call centre experience has also been extremely poor: long wait times, calls that fail to connect (particularly on Fridays before midday), and repeated transfers with no resolution.

This level of service is unacceptable, particularly from a financial institution of Nedbank’s size. From a client experience perspective, it has been nothing short of frustrating and disappointing. The lack of follow-through on your promises and the contradictory communication I am receiving raise serious concerns about the reliability of your services.

If this is not resolved promptly, I will have no choice but to escalate this matter to the Banking Ombudsman. Furthermore, given this experience, I will be closing my relationship with Nedbank and will not be considering your services in future.

I trust that my complaint will receive the urgent attention it deserves.