Nedbank explains hiccups with internet banking

Nedbank had a system update done recently and since then, has been experiencing technical difficulty with its internet banking. The newspaper received several complaints that clients are on the verge of moving to another bank, partly due to these problems and partly due to poor customer service. The namib times confronted the bank and Nedbank explained what has transpired since the system update.

One complainant has said she is on the verge of moving to a different bank, as she cannot pay her bills due to not receiving the expected service.

“I am fed up with the system. I want to pay my bills but I can’t because the system does not work.

How can a bank go onto a new system if it does not work? I have not been able to do any EFT transfers lately” the complainant said.

The public spokesperson of Nedbank, Mr Gernot de Klerk, was informed about the complaints regarding poor customer service from Nedbank Walvis Bay.

He said he would deal with the situation and soon also responded with an explanation regarding the internet hiccups. “Nedbank Namibia has embarked on an  extensive upgrade of our core banking platform, aimed at introducing greater agility as far as our inherent banking practices are concerned.

The migration to Flexcube by Oracle was implemented with a solid measure of success two weeks ago, which was underscored by our ability to be of service to our clients immediately upon concluding the switchover.

Our branches countrywide are fully operational in terms of taking deposits, clearing and settling payment files with other parties, dealing decisively with Client queries in-branch and expending with our core business in the usual proficient manner.

The Bank has since been notified of instances of inconsistencies as far as client expectations are concerned, with regard to our electronic banking offering in  particular.

We have experienced some initial client frustration resultant from the number of concurrent users on our Internet Banking platform, and the matter has been Addressed conclusively by the middle of last week,” he said.

According to him, from client feedback received to date, it is evident that the log-on processes were deemed to be cumbersome and time-consuming.

“By and large, this is ascribed to new and improved security features, which also require clients to change their old password after logging on for the first time.

In instances where clients still have difficulty mastering the website interfaces, our branch and Call Centre staff remains at their disposal to guide
them through the process following telephonic advisory support, and once past the first-time log in process, the general feedback is that the Internet Banking process is intuitive.

We advise any of our clients who may still have difficulty with the electronic banking process to kindly get in touch with our Call Centre (061 295 2222), their branch or Relationship Manager for additional advisory support,” he said.

“Additionally, some feedback relates to the SMS one-time password (OTP) being slow in reaching the client.

We wish to advise that this is a critical component in terms of the enhanced security features and we are investigating the slow response time with the Expectation that a resolution is imminent. In instances where a first time OTP is not functional upon the first time of asking, the bank advises that such clients request a second OTP.

An informative guide and graphic demonstration on the features and functionality of our electronic banking system is available on our corporate website (www.nedbank.com.na).”

“Furthermore, the bank is in the process of installing Internet Banking kiosks at all branches countrywide, while additional teams and resources have been dedicated to enhance our advisory services capacity in aid of resolving client queries.

We would like to reassure our clients and stakeholders that any matter which impacts our clients is receiving our focused attention and highest priority.

We have mechanisms in place to address the issues and we are working with industry specialists to ensure that such instances are rectified as quickly as Possible,” he concluded.