Shocking Service & No Accountability from Nedbank

I migrated my home loan from Standard Bank to Nedbank in March and informed them—with proof—that I already have building insurance with Summit Insure. Nedbank acknowledged this and tried to offer a better premium, which they couldn’t. I amended my existing policy as requested, yet Nedbank still went ahead and deducted their own insurance from my debit order.

On 28 April, I contacted the bank and had to speak to five different people before being told that the incorrect deduction would not be refunded but offset against my home loan. This is absolutely unacceptable—I have my own financial obligations and should not be penalised for Nedbank’s internal failures.

Melanie from Complaints escalated the issue to Cheslin De Klerk. On 2 May, after more than 40 minutes of holding and transfers, Cheslin finally answered—only to speak abrasively and promise a call back that never came.

To make matters worse, I sent a formal complaint via email to both the CEO and the complaints team—and to date, not even an acknowledgement has been received.

This is disgraceful treatment of a new client, and I sincerely regret moving from Standard Bank. Nedbank has shown zero accountability, empathy, or professionalism.

I demand a full refund, a formal apology, and urgent resolution to this matter.