Unfair liability on Vishing/App ***** – Case Ref: GFCFS 198903

I am writing to lodge a formal complaint regarding Nedbank’s refusal to reverse *****ulent charges on my elderly mother’s credit card, which occurred in September 2025

My mother was called by individuals claiming to be from the Nedbank ***** Department. The ****mers already possessed her full ID number and confidential personal data, which gave her immediate reason to believe the call was legitimate. They claimed someone was attempting ***** on her credit card and instructed her to accept a prompt on her Nedbank banking app to "block" the *****ulent activity.

Following their instructions, her app was locked, and the entire balance of her credit card was cleared out.

We immediately reported this to the South African Police Service (SAPS Case Number: CAS 369/9/2025 and lodged a formal dispute with Nedbank.

Nedbank has recently communicated that they have identified and blocked two individuals associated with this *****. However, they are unjustly holding my mother liable for the ****** funds and demanding she repay the balance.

We strongly object to this decision for the following reasons: 1. Data Breach/Information Leak: The ****mers had access to her private profile data (including her ID number) before they even called her. This indicates a severe compromise of client data security. 2. Social Engineering & Coercion: My mother acted in good faith to protect her account based on information the callers already possessed. 3. Contradictory Logic: Nedbank acknowledges the ***** took place by confirming they blocked the two perpetrators, yet they expect an elderly victim of a sophisticated syndicate to foot the bill. 4. We request that Nedbank immediately review this case, clear my mother of the debt liability, and clear her credit record regarding this *****ulent amount. If this is not resolved, we will escalate the matter directly to the National Financial Ombud (NFO)