Unresolved ***** Case and Poor Customer Service

Appalling Service & Lack of Resolution I would like to formally express my extreme dissatisfaction with the service I have received from Nedbank. On 24 May, my account was hacked, and a significant amount of money was withdrawn without my approval or knowledge. Immediately after discovering this, I contacted Nedbank and was advised to open a case and provide the case number along with an affidavit, which I promptly submitted within one to two days. I was informed that the investigation would take approximately 6–9 weeks, after which I would receive feedback. Since then, my cards and MoneyApp were blocked, and I have been unable to access my Nedbank App to this day. In an attempt to resolve this, I have personally visited multiple branches, including: Southgate Mall Mall of the South Carlton Centre (Fox Street) Rosebank Mall Despite these efforts, there has been no resolution. Each visit and phone call ends with the same frustration — I am told the case is closed, yet no feedback was ever provided. The call center agents are unable to assist, claim not to know the outcome of the investigation, and repeatedly promise call-backs from team leaders that never happen. The investigating officer refuses to engage with me directly. This entire experience has been nothing short of appalling and has left me regretting the day I opened my Nedbank account. It is unacceptable that a bank of your standing treats its customers in this manner, especially in cases of ***** where urgent action and clear communication are critical. I urgently request that someone at Nedbank who values customer service contacts me immediately to resolve this matter, unblock my app, and provide me with the outcome of the investigation into the *****ulent transaction on my account. I expect acknowledgment of this complaint and immediate escalation. Regards, Sam