Urgent Complaint: Incorrect Debit Date on Account

I am writing to express my dissatisfaction regarding an unexpected debit on my account. On 08 May 2026, I received an SMS advising that my account would be debited 22 May 2026. On the same day, I contacted the number provided and spoke to two consultants. During these calls, I clearly explained that my debit date needed to be changed to 25 May 2026, as this aligns with my salary payment date. I was assured that this request would be actioned, and I kindly request that you review the call recordings for confirmation. However, despite these arrangements, my account was debited earlier than agreed. When I followed up, I was informed by Phumile that the debit was processed due to the 25th being close to a weekend. This explanation is unacceptable, as I had already made proactive arrangements to avoid exactly this situation. This has caused significant inconvenience, as I had to put personal commitments on hold due to unavailable funds—something that could have been avoided had the agreed changes been implemented. I would like to emphasize that I have a good payment history and have never missed a payment. It is therefore extremely frustrating to be inconvenienced in this manner after taking the necessary steps to communicate and make appropriate arrangements. I request the following:

A clear explanation as to why my debit instruction was not updated as agreed Confirmation that my debit date will be correctly set to the 25th of each month going forward Assurance that this issue will not recur

This experience has been disappointing and is beginning to affect my confidence in Nedbank’s service. I trust that this matter will be treated with urgency and resolved promptly.