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Nedbank bill payments service

Terms and conditions

 

 1.  Definitions

In this document these words mean the following: 

Account reference

The reference number that the service provider needs for identifying your account. It can be your account, customer, EasyPay or Pay@ number. This number is also on your bill. 

Bill payment service

The digital bill payment service that we offer on our Money app and Online Banking platform, enabling you to pay bills and earn rewards if the card you use to pay is linked to a rewards programme and eligible for earning rewards on card purchases. 

Card

Your American Express or Nedbank cheque, charge, credit, or debit card. 

In-app notification

A message from us that you will receive in your Online Banking or Money app inbox. 

Nedbank, we, us, our

Nedbank Limited and its successors or assigns, including Nedbank Group, unless indicated otherwise. 

Payment information

Your card number and expiry date, cellphone number, and other information that we need to get the bill and process the payment to the service provider. 

Push notification

A message from our Money app that you will receive on your cellphone without being logged in to the app. 

Rewards programme

The rewards programme for your American Express or Nedbank cheque, charge, or credit card. In other words, American Express Membership Rewards, Nedbank Greenbacks or SAA Voyager rewards programmes. 

Service provider

A business or institution that charges fees for the goods or services that they offer or render. For example, City of Johannesburg. 

Terms

These terms and conditions, which apply to you and your using our bill payments service. 

 

 

2. Using the service 

2.1 Using the bill payment service is subject to the following:

2.1.1 These terms and conditions. 

2.1.2 The service provider’s terms and conditions. It is your responsibility to ensure that you are aware of the service provider’s terms and conditions. 

2.1.3 Your card terms and conditions. 

2.1.4 The terms and conditions of the rewards programme to which your card is linked.

2.2 With the bill payment service you can do the following:

2.2.1 Pay a bill today (a once-off payment).

2.2.2 Schedule to pay a bill each month (recurring payments).

2.2.3 Earn rewards if the card that you use to pay is linked to a rewards programme and eligible for earning rewards for card purchases.

2.3 Paying bills monthly gives you complete control of your payments. You will receive a push and an in-app notification if we cannot process a recurring payment. It remains your responsibility to pay the bill. We will not process recurring payments if: 

2.3.1 the amount due is more than the maximum amount that you have set for recurring payments;

2.3.2 there is not enough money in your account on the day of the payment;

2.3.3 the card does not allow payments;

2.3.4 the card is closed; or

2.3.5 there is a system error.

2.4 A bill payment alert will remain on your alert dashboard on the Money app or Online Banking for three months.

2.5 If the card you have chosen for paying a monthly bill is closed, the schedule will become inactive. You must then update the schedule with a valid card.

2.6 You will receive bill payment push notifications only if you allow the Money app to send notifications to your device.

2.7 If you want to replace a debit order payment with the bill payments service, you must cancel the debit order with the service provider.

2.8 If you want to replace a scheduled electronic funds transfer (EFT) payment with the bill payment service, you must cancel the scheduled EFT payment.

2.9 We are not liable if you do not pay your bills.

2.10 You must check that the account reference of your bill and payment is correct. Once we have processed a payment, we cannot reverse it.

2.11 You will earn rewards points only if the card you have chosen to pay is linked to a rewards programme and eligible for earning rewards on card purchases. The rewards rate is the same as the rate you enjoy when you use your card for purchases. You will not earn rewards for purchases or bill payments with a debit card. You must use an eligible cheque card to earn rewards.

2.12 The rewards estimate is based on the amount and the card that you have chosen to pay. The maximum reward limit on your card will apply.

2.13 If a merchant does not accept a certain card type for payment, you cannot choose that specific card to pay.

2.14 Each transaction is a contractual relationship between you and the relevant service provider, and it is subject to the service provider’s terms and conditions. 

 

3. General 

3.1 Although our bill payments service is available free of charge, we may, at our discretion, charge a fee for it (or for extra features or functionalities) at any time in the future after letting you know in writing.

3.2 The laws of South Africa govern these terms and conditions. 

 

4. Liability 

4.1 We are not responsible for any loss you suffer because you have entered or approved the incorrect details for a transaction, or if you have duplicated a payment that we have already debited against your card. In the case of duplicated transactions, you will have to engage the Service Provider directly in order obtain a refund of such duplicated transaction.

4.2 If a clause in these terms and conditions is found to be invalid, illegal, or unenforceable, it will not affect the validity, legality, or enforceability of the remaining clauses.

4.3 If we do not exercise or enforce any right or provision of these terms, it does not mean that we give up that right or provision.

 

5. Disputes and questions

5.1 If you a make a purchase using the services and have a dispute about the fulfilment of the voucher, that dispute is between you and the third-party vendor.

5.2 For questions about the financial transaction, call the Nedbank Contact Centre on 0800 555 111. For product-related queries, contact the third-party vendor directly.

5.3 For questions about prepaid electricity purchases, contact your municipality.

5.4 If you have a dispute or complaint regarding your account, you can call our Client Complaints Helpline on 0860 444 000 or email us at clientfeedback@nedbank.co.za. You will need to give us a written statement setting out the dispute or complaint. We will investigate your dispute or complaint within a reasonable time, keep you informed during the investigation, and give you a final written response.

5.5 If your dispute or complaint remains unresolved or you are dissatisfied with the outcome, please email us at complaintappeals@nedbank.co.za

5.6 If you are not satisfied with the response, you have the right to contact the National Financial Ombudsman, the Financial Sector Conduct Authority or the National Consumer Tribunal using the details below:

National Financial Ombudsman (NFO)

 

Tel: 0860 800 900

WhatsApp: +27 66 473 0157

Email: info@nfosa.co.za

Physical address: 

Johannesburg                  

Ground Floor, 

110 Oxford Road, Houghton Estate, Johannesburg, Gauteng 2198

Cape Town

Claremont Central Building 

6th floor 

6 Vineyard Road, Claremont 

Western Province 

   7700 

Financial Sector Conduct Authority

 

Tel:  012 428 8000 

        012 428 8012 

        080 020 2087 

        080 011 0443 

Fax:  012 347 0221

Email: info@fsca.co.za

Physical address:  

Block B, Riverwalk Office Park, 41 Matroosberg Road, Ashlea Gardens, Pretoria, 0081

Postal address:  

PO Box 35655, Menlo Park, 0102

 

National Consumer Tribunal

 

Tel: 010 006 0484

Fax: +27 (0)12 663 5693

Email: registry@nct.org.za

Physical address:             

Ground Floor,  

Block B, 

Lakefield Office Park, 

272 West Avenue, corner West Avenue and Lenchen Avenue North, Centurion