Daughter lives in London, has a Pick n Pay Go Banking account. Her card expired 3 years ago. Since she is coming back for 2 weeks in Feb, she wants to get a new card here. Called GoBank helpdesk. She must call from the UK, but its a 086 number (not accessible from outside SA). Big confusion, no-one knows what to do.
After a 10 min wait, they give me a 011- number (Jhb). I call it just to check, this is Nedbank transactional banking, nothing to do with cards, I must call another 011- number. This turns out to be lost cards. No, we don't issue new cards here, call this number, another 011- number. Call it, explain all over again and they say, fine, give me ID number. I give it and she says since it is a GoBanking account, I must call this 086 number... Carefully explain cannot call 086 numbers from outside South Africa. Oh, hold on. I wait 10 mins then someone completely different comes on the line. Explain again (now 5th time and 45 mins later) and am told, no, call this (same as first 011- number again). Get irate on the phone and ask for supervisor. She comes on after 5 min wait and I carefully explain (now 6th time). Give ID number again. Comes back with "I need to ask you security questions". I explain I am not account holder, but am trying to get correct procedure for daughter to follow instead of spending 45 mins calling from UK to SA. "She must visit branch", says lady, who has obviously not listened at all to what I told her.
Hung up and wrote complaint to "Ask Once" at Nedbank
After a 10 min wait, they give me a 011- number (Jhb). I call it just to check, this is Nedbank transactional banking, nothing to do with cards, I must call another 011- number. This turns out to be lost cards. No, we don't issue new cards here, call this number, another 011- number. Call it, explain all over again and they say, fine, give me ID number. I give it and she says since it is a GoBanking account, I must call this 086 number... Carefully explain cannot call 086 numbers from outside South Africa. Oh, hold on. I wait 10 mins then someone completely different comes on the line. Explain again (now 5th time and 45 mins later) and am told, no, call this (same as first 011- number again). Get irate on the phone and ask for supervisor. She comes on after 5 min wait and I carefully explain (now 6th time). Give ID number again. Comes back with "I need to ask you security questions". I explain I am not account holder, but am trying to get correct procedure for daughter to follow instead of spending 45 mins calling from UK to SA. "She must visit branch", says lady, who has obviously not listened at all to what I told her.
Hung up and wrote complaint to "Ask Once" at Nedbank
