On Saturday November 4, Bongi, a domestic worker, inserted her card into a Nedbank ATM in Stanger.
After entering her pin it promptly swallowed the card. She immediately reported this to the shop owner who recommended she go directly to the bank and report the problem.
Some 20 minutes later she was told that R3000.00 had been fraudulently removed from her account. She was told that the bank was “sorry” and that there was nothing more that could be done.
On Monday morning I took her to Nedbank in Ballito and she completed a fraud administration report. She stressed that at no time did she share any sensitive information or her pin number with anyone. They then tried to charge Bongi R100.00 for a replacement card.
Three weeks and two days later, she was told that Nedbank would not accept any responsibility and that she would not receive a refund of the stolen money.
Contrary to what was stated in her report it was inferred that “the point of compromise was at the ATM” and that fraudsters would “interfere or assist the client at the ATM”. Clearly the investigator chose not to believe her statement which categorically confirmed that there was no third party involved.
Furthermore, despite the card being blocked 20-odd minutes after being swallowed, it was stated that she “did not make an attempt to block the card in a reasonable time” Huh, 20 minutes? When Nedbank’s systems fail it is at the expense of the client.
Why do Nedbank treat their clients like this? Could it be that they don’t care for clients who are not wealthy? Is it because she has not had the privilege of being educated? Seemingly, uneducated black middle-aged women are easily dismissed without the risk of any consequences.
Nedbank, you are a disgrace. Your arrogance, greed and insensitivity to the poor whose money you so readily accept are all too evident.
I appeal to anyone who reads this letter and feels as outraged as I do, to share their stories on social media and expose Nedbank for the grubby treatment of their clients. I am sure there are thousands of others out there who have been treated in a similar shoddy fashion.
ANDREW REYNOLDS
Tinley Manor
We called the bank’s Durban and Jo’burg PR depts. No reply from Durban and Jo’burg was ‘on training, call back tomorrow’. No offer to take a message – Editor.
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