URGENT COMPLAINT | Incorrect Credit Card Transaction & Unacceptable Service

I am writing out of complete frustration with the way Nedbank has handled what should be a simple correction on my credit card.

For two weeks, I have been trying to fix a transaction of R2,800 that was incorrectly processed as a straight transaction instead of being placed on a 6-month budget plan. Despite this being a straightforward request, I have received nothing but poor service and incompetence.

I have spoken to five different agents, been transferred to three incorrect departments, and had to repeat the same explanation every time. A case was originally logged under ***, with a promise of resolution within 3–4 business days — nothing happened.

I then escalated to the complaints department under ***, only to be told the matter may take 21 days, which is unacceptable for an error caused by Nedbank.

To make matters worse:

Nedbank deducted the full R2,800 from my account and still intends to charge me over six months.

One of your consultants even told me I am “fighting with the wrong party”, and instructed me to go back to the merchant to request a refund — making me look completely foolish over a mistake that was clearly made by Nedbank, not the store.

This level of incompetence, misinformation, and lack of accountability is unacceptable.

I urgently request:

Immediate correction of the transaction to the 6-month budget facility.

Reversal of any incorrect or duplicate charges.

Written confirmation once resolved.

Feedback and corrective action for the staff who advised me incorrectly and spoke unprofessionally.

Banking Ombudsman Notice

If this matter is not resolved within 48 hours, I will have no choice but to escalate it to the Banking Ombudsman (OBSSA) for independent investigation. I will also provide all reference numbers, call logs, and details of the poor service I received.

This issue has already taken far too long and has caused unnecessary frustration. I expect urgent action and immediate resolution.