"Sorry we couldn't help you" - A Nedbank tagline

I have been unable to access my credit card via the Nedbank app for over a month now, and the manner in which this issue has been handled is unacceptable.

My credit card has not been visible on my Nedbank app, rendering it completely inaccessible. I first contacted Nedbank on 13 January 2026, at which time I was informed that this was due to outstanding RICA and personal information verification. I was advised that an email should have been sent to me regarding this — which I never received. I was then told the issue had been resolved and to allow 24 hours for the change to take effect.

This did not occur.

I contacted Nedbank again on 21 January 2026 and was given the exact same explanation and reassurance, this time being told to allow 48 hours. Once again, nothing was resolved.

On 6 February 2026, I called yet again, only to be met with the same repetitive explanation, with no clear ownership of the issue and no resolution. Each interaction requires me to repeat my situation to at least two different consultants at a minimum, none of whom appear to have full visibility of the issue or the authority to resolve it.

On 10 February 2026, out of sheer frustration, I visited the Nedbank Rosebank branch. I was informed that the matter was a “card division issue” and that the branch could not assist me. Together with the branch consultant, we contacted (Reference ***) the card division. It was only then that I was told that there is an issue with how my names are captured on Nedbank’s system, resulting in a restriction placed on my account for due-diligence reasons. I am being passed back and forth between the branch and the card division, each claiming the issue lies with the other.

I have been banking with Nedbank for 17 years, and I find it unacceptable that I am now being told that my personal details are suddenly captured incorrectly. This is not an error of my making, yet I am the one being penalised for it.

To make matters worse, I am being contacted and pressured to make my monthly credit card payment for a card I cannot access or use. At the same time, Nedbank has had the audacity to contact me to offer a credit limit increase, while failing to correct a fundamental internal error that has left my account restricted.

There is a clear lack of accountability, ownership, and urgency. On 17 February 2026, I was again advised (Reference ***) that the matter would be “escalated” and that I should wait a further five days, after more than a month of unresolved inconvenience.

This experience has been deeply disappointing, frustrating, and frankly unacceptable. At this point, my confidence in Nedbank’s ability to manage my accounts competently has been severely eroded. I am actively considering closing all my accounts with Nedbank, as I see no justification for continuing a banking relationship marked by such poor service.