Retired judge slams Nedbank for failing elderly and low-income clients
Retired Judge Dhaya Pillay shares her frustrating experiences with Nedbank's customer service,
Image: Karen Sandison / Independent Newspapers
Retired High Court Judge Dhaya Pillay has slammed Nedbank for seemingly fostering a service culture that favours wealthy clients over ordinary customers.
In a letter that was published on IOL, addressed to the bank's CEO, Jason Quinn, the judge detailed long waiting times at the bank's Durban North branch, the bank’s alleged failure to locate a previously submitted General Power of Attorney, and unreturned calls regarding an estate account.
She also pointed out how elderly and low-income customers struggled to receive adequate assistance, suggesting that the bank’s priorities lie with wealthier clients.
"I arrived at the Durban North branch at 11.12 am and left at 1.15 pm. On arrival, I was informed that I would have to wait for 30 to 45 minutes," Pillay said.
"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".
Pillay also narrated the branch’s refusal to acknowledge a General Power of Attorney she had submitted, which was approved in 2024.
"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".
"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".
The retired judge highlighted the struggle faced by elderly customers, many of whom were unable to navigate their apps and were left waiting for hours without adequate support.
"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".
"Quite clearly, Nedbank is marketing itself outside the reach of ordinary people who cannot meet the standards of private wealth and special treatment"
In response, Nedbank acknowledged the issues raised by Pillay and expressed regret over her experience.
“Nedbank acknowledges the open letter published on IOL on 5 August 2025 by one of our valued clients, retired Judge Dhaya Pillay, outlining her recent experience at our Durban North branch,".
"Nedbank deeply regrets the inconvenience and distress caused. Our CE, Mr. Jason Quinn has tasked our Complaints team to investigate and to work with Judge Pillay to improve the experience for all clients".
The bank further said that it was committed to "consistently enhancing our processes and interactions"
"Our obligation is to ensure that our customer value propositions are inclusive, relevant, and empowering for all South Africans".
"We thank Judge Pillay for her candid feedback and for holding us accountable. We remain unwavering in our commitment to uphold the highest standards of service excellence and to treat every customer with dignity, respect, and care".
IOL Business
mthobisi.nozulela@iol.co.za