Retired Judge Dhaya Pillay's open letter to Nedbank CEO Jason Quinn

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a day ago

Retired Judge Dhaya Pillay shares her frustrating experiences with Nedbank's customer service, highlighting inefficiencies and a lack of respect for customers, particularly those from lower-income backgrounds.
Image: Karen Sandison / Independent Newspapers
The Chief Executive Officer Nedbank Jason Quinn
Dear Mr Quinn,
I had the misfortune yet again of having to visit a Nedbank branch. This time it was the Durban North branch on Adelaide Tambo Drive, Durban North.
After numerous trips to the branch in Overport City and finally in Durban North, I finally opened an online account for my mother who is 87 years, and who had to traipse with me on every occasion.
I opened the online account under a General Power of Attorney. In addition, I signed all the documents that the branch requested. Obviously, I was compliant as I have been operating the online banking service since last year.
I had to return to the Durban North branch again yesterday to increase the payment limit. Before leaving home I schooled myself to be patient, polite and not to lose my temper. I did so because every previous experience at both branches had been annoyingly inefficient and time consuming. A visit to the dentist is less formidable; at least with the dentist the pain and suffering is short-lived.
Yesterday, I arrived at the Durban North branch at 11.12am and left at 1.15pm. On arrival, I was informed that I would have to wait for 30 to 45 minutes. I waited patiently. Overhearing the frustrations of other customers who had been waiting before me was truly saddening. An elderly woman, unable to operate her banking application, was making several calls to log a complaint against the unhelpfulness of the branch staff.
After an hour I was attended to. The banker who attended to me did not introduce herself to me, a fact that I pointed out to her when she kept asking me who had attended to me previously.
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Having entered my mother's particulars into her computer, she informed me that she would not be able to increase the limit as there was no record of a General Power of Attorney on file. Furthermore, a Special Power was required. I pointed out that I had given the branch a General Power of Attorney last year and had to wait for several days for it to be considered by Nedbank's legal department. Obviously, I said, that the General Power of Attorney had been approved, and the account was online with the mandate in my favour.
The banker was hearing none of this. Without a Special Power of Attorney, she said, she was unable to increase the payment limit. She called the manager.
The Manager repeated what the banker said. Instead of finding a solution, she kept insisting that the transaction was not possible. This went on for some time as I stood my ground. (Imagine if I had not!) If the branch could not find a copy of the General Power of Attorney that I had submitted previously, I could not allow its inefficiencies to contaminate my affairs, I protested.
Then the Manager said she would have to look for the General Power of Attorney in the back office. Being told that I would have to wait again was not what I wanted to hear. Nevertheless, I did wait. While waiting, I observed another woman who had been waiting for two hours voice her protests.
The Manager returned later, again saying that the General Power of Attorney could not be found but that I would have to sign a form for increasing the limit once off. I said I would, but she produced no such form. In any case, that would not have solved the problem because I wanted the limit to be raised permanently.
By this time, I was utterly frustrated. Raising my voice, I pointed out the trouble I had taken to ensure that I was properly compliant when opening the online banking account for my mother in 2024. I also pointed out repeatedly that I would not have been able to operate the account if I had not been compliant. That means, if I had not provided a General Power of Attorney. Both the Manager and the banker went on and on about not being able to effect the increase without proof of my mandate.
I found a Nedbank indemnity document that had been signed and handed in on October 28, 2024. I pointed out that the document authorised me 'to use the Internet banking service offered by Nedbank and choose the pin…' and at the bottom of the page a footer appeared: 'POA Judge Pillay DOCX page 1 of 2'.
Eventually the Manager authorised the increase in the payment limit. She also gave me a copy of an email showing that Nedbank had accepted the General Power of Attorney in 2024. The Manager took a further copy from me. She could have done so from the outset without aggravating my anxiety.
On another note, recently, I had to open an estate banking account as the executor of an estate in which the total value is less than R8,000. I attempted to contact the Durban North branch to make an appointment. I left a message for the Manager. Her former colleague informed me that she had also left a message. The Manager did not return my call.
While waiting for the banker to complete the paperwork for increasing the limit, I showed the Manager the exchange of WhatsApp messages that I had had with her former colleague. Instead of an apology, the Manager made the lame excuse of probably not being in her office when I called. That would not explain why she did not respond to her former colleague's message. Eventually, I had asked Private Wealth to open the estate banking account on my personal profile. Of course, this means paying the higher bank changes reserved for the elite.
Quite clearly, Nedbank is marketing itself outside the reach of ordinary people who cannot meet the standards of private wealth and special treatment. Corporate social responsibility starts at home in the most basic way. Treat customers like human beings with dignity. Waiting for hours on end implies that, for Nedbank, its customers and their time have no value.
Everyone who was waiting in that branch was angry, worried or disappointed. Old people who were unable to operate their apps on their cellular phones struggled and came for help. Most of the people waiting were African people.
The impression that we customers are unworthy of the Nedbank's care and concern is palpable. The attitude is not 'How can I help' but rather 'No can do' without even an apology. This attitude and treatment are so culturally ingrained that Nedbank will never be able to be able to claw back the market share it loses daily to Capitec. Perhaps Nedbank no longer cares for the small investors. Only the elite will do.
I note your hope for 'a better South African economy'. Well, that won't happen if Nedbank customers must waste more than two hours at the branches. Neither will social transformation happen if Nedbank (and others) treat low-income earners as if they and their time have no value. Segmenting customers based on their income and social status is indirect unfair discrimination.
I have taken time to write not because I'm hopeful of a culture change at Nedbank branches, because that is what is required. Firing the Manager or anyone else will not eliminate Nedbank's ingrained disrespect for customers.
I write to let you as the leader of one of the five major banks in South Africa, and as a member of Nedbank's Group Transformation, Social and Ethics and Group Risk Committees to let you know how customers feel. Don't take my word for it; observe for yourself what goes on in the branches. Now you cannot say 'I didn't know'. Your credibility is on the line.
Expensive advertisements and golf days will not change how low-income people feel about Nedbank. But respect for their dignity as customers, as human beings will. Corporate social investment starts at home, in the branches, at the coalface of services.
Dhaya Pillay,
Judge of the High Court (retired)
Commissioner: Electoral Commission of South Africa (IEC)
Durban