Nedbank travel card

Terms and conditions

1. Introduction 

This agreement consists of:

• your application; 

• these terms and conditions (T&Cs);

• the product specifications; and

• the fees that apply to the Nedbank Travel Card, which is subject to change.

These T&Cs and the applicable fees are published at nedbank.co.za and are available on request. 

2. Your confirmation

You confirm that you:

• have had an opportunity to read the agreement;

• understand it; 

• agree to all the terms and conditions; and 

• will comply with the agreement. 

3. Definitions

In this agreement, the words below mean the following: 

4. Your Travel Card 

4.1 Your Travel Card is a reloadable, prepaid card. You can spend only the amount that you have loaded on it.

4.2 You can lock in the exchange rate when you purchase a currency.

4.3 Exchange control procedures may cause delays. We will not be liable for any claims, losses and/or damage due to these delays.

4.4 The money available on your Travel Card is subject to the Exchange Control Regulations and applicable limits.

4.5 Any person who lives in South Africa and travels internationally, either for business or leisure, may apply for a Travel Card. Parents and guardians can also apply for Travel Cards for minors who travel internationally. 

4.6 When your Travel Card is issued, you will receive an additional card.

4.7 You can buy any of the available currencies to load onto your Travel Card. The available currencies may change. If the currencies change, this agreement will still apply.

4.8 The value of the currency you buy will be kept in the applicable currency pocket on your Travel Card.

4.9 The payment to buying any currencies must be paid in rands and the Nedbank retail rate will apply. 

4.10 No interest is payable on the credit balance on your Travel Card. 

4.11 We may ask for your personal information when you apply for your Travel Card, for example your ID, proof of residence, mode of transport and/or travel dates. 

4.12 If your Travel Card has a credit balance and you do not use it for 12 months, a monthly fee will be charged for each month that your Travel Card remains inactive after the 12-month period, until this agreement terminates or until you use it again. This fee will be deducted from the Travel Card fund until it reaches a zero balance.

4.13 This Travel Card is not covered under CODI.

5. Exchange control limits

5.1 Exchange Control Regulations apply to using your Travel Card. 

5.2 You acknowledge and understand that South Africa limits the amount of foreign exchange that you may take out of South Africa.

5.3 These limits are determined by the South African Reserve Bank (SARB) and are set out in the Exchange Control Regulations.

5.4 You must familiarise yourself with these limits – the details are available on SARB’s website at resbank.co.za.

6. Loading money onto your Travel Card 

6.1 Subject to exchange control limits, you can buy and load currency on your Travel Card within 60 days before your departure, or during your trip, and until the last day of your trip. 

6.2 If you have a Nedbank transactional (current) account or credit card, you can buy a currency to load on your Travel Card using our digital channels. You can also email us at retailfx@nedbank.co.za or visit a Nedbank forex branch. If you do not have a Nedbank account, visit a Nedbank forex branch for help.

6.3 Every time you buy a currency to load your Travel Card, you will need to declare that the extra money is within the exchange control limits.

6.4 If the value of the purchases exceeds the exchange control limits, we will not be able to process your request.

6.5 When you buy any currencies on your Travel Card, you will pay in rand and the Nedbank retail rate will apply. We will not contact you to approve this rate.

6.6 You can buy currencies between 08:00 and 15:00 South African time (GMT +2) on any working day. Any purchase requests received after 15:00 South African time (GMT +2) will be processed the next working day.

7. Using your Travel Card

7.1 You can use your Travel Card worldwide at ATMs and merchants displaying the Mastercard logo. Although the Mastercard logo may be displayed, your Travel Card might not be accepted in some countries due to restrictions.

7.2 You cannot use your Travel Card in South Africa or other CMA countries.

7.3 Subject to any restrictions in this agreement, you must ensure that you have enough money on your Travel Card before you use it, to cover the transaction and all related fees. 

7.4 The amount you can withdraw from ATMs or spend at merchants abroad will be limited to the card fund and/or the limits that ATM operators and merchants have imposed.

7.5 Merchants that accept your Travel Card must get online authorisation from us for all transactions that you do, and we cannot stop or reverse a transaction once it has been authorised. 

7.6 Some merchants may not be able to process your transaction if they cannot get online authorisation from us. Examples include some inflight purchases, car park vending machines, cruise line purchases and toll booths.

7.7 We recommend that you do not use your Travel Card as a guarantee of payment, for example to reserve payment for a deposit for hotels, cruise lines or car rental, as merchants in these types of business may estimate the final bill and reserve this amount against the card fund, which means the amount reserved will be unavailable for you to use. 

7.8 Subject to clauses 7.9 and 7.10, the applicable currency pocket will be debited with the amount of the transaction and all related fees, which will reduce the balance of that currency pocket and therefore the total card fund.

7.9 If you have a currency pocket that matches the currency of the country in which the transaction is charged, that currency pocket will be debited with the full transaction value plus any related fees.

7.10 If there is not enough money in the currency pocket from which you are transacting to cover the full transaction amount plus related fees, the current currency pocket will be debited with the amount that is available in the next currency pocket, in the order of priority, with enough money to cover the remaining balance of the transaction plus related fees. Each currency will attract a currency conversion fee for that transaction. 

7.11 If any of the remaining currency pockets in the order of priority do not have enough money to cover the remaining balance of the transaction and related fees, the transaction will be declined. 

7.12 If the card fund falls below 0, you must not incur any further charges.

7.13 Shortfalls

7.13.1 If a shortfall arises due to authorised charges, it will become payable to us immediately. 

7.13.2 When we convert the shortfall into rand, the Nedbank retail rate on the day that we process the transaction will apply. 

7.13.3 We are entitled to set off any shortfall against any positive balance on any other account that you have with us. 

7.13.4 If, despite the setoff, there is still a shortfall, it must be paid to us immediately. 

7.13.5 We reserve the right to charge interest on the shortfall at the interest rate normally charged for similar debt.

7.14 If you are entitled to a refund, the refund will be made to the Travel Card in the same currency used to process the transaction. If the currency was converted and we authorised the transaction in, for example US dollar, the refund will also be made in US dollar.  

7.15 We may be unable to be of service to you if power outages occur that affect our facilities, electronic terminals, service providers or supporting networks.

7.16 If there is a system failure affecting ATMs or merchant facilities abroad, there is a risk that you may not be able to access the money on your Travel Card. 

7.17 Except if set out otherwise in this agreement, or if we have acted with gross negligence or fraudulent intent, any liability we have to you will be equal to the fraudulent transaction, the Travel Card balance, or the value on the Travel Card at any given time.

7.18 You must comply with all the applicable laws and regulations (including Exchange Control Regulations) that apply to your Travel Card in the country of purchase and/or use.

7.19 You may use your Travel Card only as stipulated in the agreement. If you don’t, we may suspend the Travel Card, terminate the agreement, and use any other remedies available to us.

7.20 We may suspend your Travel Card, with or without notice to you, if we think it has been or is likely to be misused or if we suspect any illegal use.

8. Charges in a currency other than the currency on your Travel Card 

8.1 If you do not have a currency pocket that matches the currency of the transaction, the money from one of your other available currency pockets, in order of priority will be used and a currency conversion fee may be charged. 

8.2 Mastercard will convert the full transaction value plus related fees and present it to us for authorisation in US dollar.

8.3 If you have a US dollar currency pocket, we will use the money available in your US dollar currency pocket to settle the transaction plus related fees and a currency conversion fee. 

8.4 If you do not have a US dollar currency pocket, we will debit another currency pocket, in the order of priority, that has enough money to cover the full value of the transaction plus related fees and another currency conversion fee.

8.5 The currency conversion will take place on the date we process the charge, which may not be the same date as the transaction, as it depends on when the charge was submitted to us for processing.

8.6 If charges are converted by third parties before they are submitted to us, those conversions will be made at their rates and may include commission.

8.7 When we process a charge, we will use the Nedbank retail rate of the day on which the charge is processed and add the conversion fee.

8.8 If a charge paid in a different foreign currency is refunded, the amount will generally differ from the amount of the original charge because:

8.8.1 in most cases, the rate applied to a refund may be different from the rate applied to the original charge; and

8.8.2 any currency conversion fee paid on a charge is not refunded. We will, however, not charge extra currency conversion commission on the refunded amount.

9. Access to funds in the case of emergency

9.1 You may access funds in the case of an emergency where both your Travel Cards are lost or have been stolen during your trip.

9.2 As soon as you become aware that both your Travel Cards are either lost or have been stolen, you must contact NCC to request access to the money on your Travel Card. NCC will verify your identity and make arrangements with you to collect your money at a specified Mastercard outlet.

9.3 You will be able to access funds only from your available balance of the card fund.

9.4 The specified Mastercard outlet will give you cash in the official currency of the country that you are in.

9.5 The service to gain access to funds in cases of emergency will attract an emergency fee and possibly a currency conversion fee if a currency conversion is necessary, as well as any fee that the specified Mastercard outlet charges.

10. Unused funds 

10.1 In line with the Exchange Control Regulations, you must redeem unused currencies within 30 days after your return to South Africa. If you are a business traveller and your next business trip will start within 90 days after you have returned from your previous one, you may keep the money on your Travel Card for your next business trip. 

10.2 You can redeem unused currencies in the following ways:

10.2.1 Use our digital channels and redeem the unused currencies into your Nedbank transactional current account or credit card.

10.2.2 Send an email instruction to retailfx@nedbank.co.za.

10.2.3 Visit a Nedbank forex branch.

10.3 If you do not have a Nedbank account, you must give the bank account details into which the money (in rand) can be transferred.

10.4 All redemptions from your Travel Card into your bank account will be subject to the currency conversion rate at the Nedbank retail rate at the time and converted to rands. 

10.5 The bank account must be in your name. We will not permit redemption into a bank account that is not in your name, except if the unused currency is redeemed from a Travel Card issued to a minor, in which case the unused currency will be redeemed into a Nedbank transactional (current) account in the name of the minor’s parent or guardian.

10.6 If you have not redeemed unused currency when your Travel Card expires, the currency will be converted to rand, at the Nedbank retail rate, and it will be transferred into a Nedbank suspense account. You can visit a Nedbank branch to claim the credit balance from us.  

11. Balances and transaction history 

11.1 You can view your balances per currency pocket and your transaction history on our digital channels. 

11.2 You can do a balance enquiry at some ATMs abroad, but it will depend on the country and the kind of ATM. There may also be a fee payable to the ATM operator.

11.3 ATMs will, however, not show a balance for each currency pocket. If you are in a country where the local currency is one of the currencies loaded onto your Travel Card, the ATM will show the available balance of that currency pocket only. If you are in a country where the local currency is not one of the currencies loaded onto your Travel Card, the ATM will show the available balance of the first currency pocket in the order of priority in its local currency. 

11.4 You can view your transaction history on our digital channels by sending an email to retailfx@nedbank.co.za or by visiting a Nedbank branch.

11.5 Extra fees for printed statements, or obtained at a branch or via a self-service or digital channel, may be charged to your Travel Card.

11.6 It is your responsibility to check your Travel Card regularly and report any discrepancies to us within 30 days of the date that you detect it.

11.7 If there is a dispute about the items that appear on your statement, our records will be prima facie proof.

12. Keeping your Travel Card and PIN safe 

12.1 You must sign the back of your Travel Card and additional card as soon as you receive them and store them separately.

12.2 You must memorise the PIN and do all that you reasonably can to always keep the PIN and other security details safe. 

12.3 You must never:

12.3.1 allow anyone else to use your Travel Card, the PIN or other security details;

12.3.2 write down the PIN or any other security information and keep it with your Travel Card; or

12.3.3  give the PIN to anyone.

12.4 We will never ask you for your PIN.

12.5 The PIN will be disabled if it is entered incorrectly more than 3 times. If the PIN is disabled, it cannot be reactivated and you will have to use your additional card.

12.6 You must call NCC immediately if you lose your Travel Card, believe that it could be misused, or if suspect that someone else may know the PIN or any other security details. We will then suspend your Travel Card to prevent further use. If you happen to find your lost Travel Card again, you will not be able to use it.

12.7 You must confirm the details of any loss, theft, or misuse to NCC in writing and help us and the police with any questions.

13. Prohibited use

13.1 You may not use your Travel Card:

13.1.1 after the expiry date printed on the front of the Travel Card;

13.1.2 if you find your Travel Card after having reported it to us as lost or stolen;

13.1.3 if you have been notified that your Travel Card has been suspended or cancelled;

13.1.4 for a charge that would create a shortfall;

13.1.5 for recurring or periodic payments (like ongoing subscriptions);

13.1.6 as a gift card;

13.1.7 to access any other account;

13.1.8 to make payroll payments;

13.1.9 to transfer money;

13.1.10 to make telephone or online purchases; or

13.1.11 for any unlawful activity.

13.2 You may not give your Travel Card, the PIN or any access code  to anyone or allow them to use your Travel Card for transactions or identification, or for any other purpose. The only exception is when you give the Travel Card and PIN to a minor of whom you are the parent or guardian. It is your responsibility as the parent or guardian of the minor to ensure that there is no prohibited use of your Travel Card. 

13.3 Except if we acted with gross negligence or fraudulent intent, you will be liable for any prohibited use of your Travel Card.

13.4 A transaction cannot be stopped once you have authorised the use of the Travel Card.

14. Freezing, suspending, modifying, restricting and terminating 

14.1 Unless the agreement has been terminated earlier as provided for, it will end on the termination date.

14.2 You may terminate the agreement before termination date by redeeming the currencies and no longer using the Travel Card.

14.3 We may freeze, suspend, modify, or restrict your Travel Card or terminate this agreement immediately at any time without prior notice to you due to the following circumstances:

14.3.1 We are compelled to do so by law.

14.3.2 We have reasonable suspicion that the Travel Card is being used for illegal, unlawful or fraudulent purposes.

14.3.3 Your conduct resulting in a breach of our regulatory obligations.

14.4 We will give you reasonable notice if we want to freeze, suspend, modify, or restrict your Travel Card and terminate this agreement due to the following circumstances, as determined at our sole discretion:

14.4.1 We are compelled to do so by law.

14.4.2 There are reputational risks.

14.4.3 For operational or business reasons.

14.4.4 Your no longer qualifying for the Travel Card according to our product specifications.

14.4.5 Your breaching of any terms of the agreement.

14.4.6 Your breaching of any other agreement with us.

14.5 We must comply with local and international laws, regulations, policies, and requirements regarding anti-money-laundering, counter-terrorist financing and sanctions. Therefore, we may continuously screen, verify, process and monitor all your and any related information, instructions and transactions that you make or that someone else makes on your behalf. This may result in your transaction(s), or the use of your Travel Card being prohibited, delayed, withheld, limited, declined, or conditionally approved, your money being confiscated and/or our relationship being terminated.

15. Product withdrawal or discontinuation

15.1 If we are unable to continue to provide the product or service in terms of this agreement for whatever reason, we may terminate the product or service on reasonable notice to you.

15.2 We will give you information of comparable products.

15.3 If you do not select an alternative product or service, we will be entitled to move you to a product or service that we identify as suitable for your needs.

15.4 If the agreement is terminated, you may no longer use the Travel Card.

15.5 If the agreement is terminated, you must destroy the Travel Card and ensure that the electronic chip on the Travel Card is destroyed.

15.6 The termination of the agreement will not affect your right (if any) to redeem the unspent currency on your Travel Card.

16. Fees and exchange rates 

16.1 You agree that you will pay us certain fees for the use of the Travel Card. These fees are available on our website at nedbank.co.za or on request.

16.2 You agree that we may deduct the fees from the card fund as soon as they are incurred.

16.3 The fees charged will be in the currency of the transaction if it matches a currency pocket on your Travel Card. If you do not have a currency pocket that matches the currency of the transaction, Mastercard will convert the transaction and present it to us for authorisation in US dollar. The fees charged for such a transaction will also be in US dollar.

16.4 Fees that attract value-added tax will include value-added tax, which will be indicated on your statement.

16.5 We may change the fees we charge and if we do, we will let you know. You can contact the NCC or your banker for the latest fees.  

16.6 Except for the fees that we charge, certain third parties (like ATM operators and merchants) may also charge fees when the Travel Card is used to withdraw money or to pay for purchases. We do not retain these third-party fees. 

16.7 During a transaction, a merchant, the merchant’s bank, or the ATM operator may charge a DCC fee, which is a markup on the exchange rate between the currency of the country where the transaction is processed and the rand. 

16.8 You can avoid paying this DCC fee by doing the following:

16.8.1 When given a choice by a merchant and/or an ATM, always opt for the transaction to be processed in the currency of the country that you are in.

16.8.2 Check all merchant sales vouchers to ensure that you have not been charged a DCC fee without your consent. If you have, you must dispute the fee with the merchant.

16.8.3 Remember that DCC is not compulsory.

16.9 If you opt for DCC, you will be responsible for all fees associated with it.

16.10 The foreign exchange rate applicable to buy any currency or currency conversion will be the Nedbank retail rate on the day that we process the charge.

16.11 The following are instances where a foreign exchange rate and/or fee may apply:

16.11.1 When you buy currencies and load them onto your Travel Card.

16.11.2 When a transaction is processed.

16.11.3 When there is a currency conversion.

16.11.4 When you redeem unspent currency.

16.11.5 When you terminate the agreement and ask for repayment of the balance on the Travel Card in rand.

16.11.6 When you need emergency access to funds.

16.11.7 When you dispute a charge.

16.11.8 When your Travel Card is not used.

17. Privacy consent 

17.1 Subject to applicable laws, regulations, and our privacy policy, you give us permission to process your personal information as we see fit for your and our legitimate interest. This includes your race and biometrics, as well as alleged criminal behaviour (if necessary). 

17.2 You consent to our accessing your credit bureau data, obtaining your bank statements from your bank, sharing your information with third parties, sharing information about your application with third parties, collecting your personal information from third parties, sharing information about your application with the Southern African Fraud Prevention Services, and processing your personal information outside South Africa.

17.3 Processing includes doing affordability assessments, credit scoring and profile building that may help us offer you a product or service that will suit your needs. You may ask for a description of your personal information that we have on record and for the details of third parties who have, or have had, access to your personal information. 

17.4 You may withdraw your consent by notifying us in writing. You may ask that we correct or delete your information, object to us having had your information, and send a complaint to the Information Regulator.

18. Risks and liability for unauthorised or disputed transactions 

18.1 In certain circumstances you may be liable for unauthorised transactions and/or related fees on your Travel Card.

18.2 Check your transaction history and balance regularly.

18.3 If you notice an error or any charge that you do not recognise, you must notify the NCC within 30 days of the charge debit date. We may ask you to give additional written information about the charge and you must comply with our request.

18.4 Except if we acted fraudulently or with gross negligence, you will be liable for all losses in respect of the Travel Card if you have:

18.4.1 acted fraudulently;

18.4.2 not used the Travel Card in line with the agreement;

18.4.3 not notified the NCC without delay when you became aware of the loss, theft, or misuse of the Travel Card; or

18.4.4 not taken all reasonable steps to keep the Travel Card and PIN safe.

18.5 If you are not liable for an unauthorised transaction and/or related fees, we will refund the value of that charge and will have no further liability to you for any other losses you may suffer.

18.6 If our investigations conclude that you or someone else have authorised the transaction and/or fees on your behalf or that you acted fraudulently, we will not refund the value of the transaction and/or related fees, and we may charge you a fee for the incorrectly disputed transaction.

19. Liability

19.1 Except where damage or loss arises directly or indirectly from our wilful misconduct or gross negligence (or that of any person acting for or controlled by us), we will not be liable to you for any damage or loss that you may suffer because of:

19.1.1 your use of the Travel Card;

19.1.2 the Travel Card not being accepted;

19.1.3 there being disputes about the quality of goods or services bought with the Travel Card;

19.1.4 the operators of terminals charging additional fees (for example when you withdraw money from an ATM and the ATM operator charges an extra fee for the service);

19.1.5 your use of electronic means to communicate with us;

19.1.6 any action taken in terms of clauses 13 or 14 above;

19.1.7 any person having gained unauthorised access to any information or data; or

19.1.8 incorrect information having been given to us or to any person, including a credit bureau.

19.2 We are not responsible for ensuring that ATMs and point-of-sale terminals accept the Travel Card or for the way in which a merchant processes a transaction.

19.3 To the extent that it is permitted by law, you agree to pay us for any reasonable losses, damages, claims, or expenses (including reasonable legal fees) that we incur because you did not comply with the agreement.

20. Minors 

20.1 You, as the parent or guardian of a minor, must provide a copy of the agreement to the minor and educate and instruct them about using the Travel Card issued to them. You must also explain the implications related to these terms and conditions and any other consents or disclosures you gave to us on the minor’s behalf.

20.2 You must also explain to the minor that you have provided proof of the minor’s identity to us, and that this information will be kept in line with applicable data protection law.

20.3 By buying a Travel Card for a minor, you represent and warrant that the information provided to us is correct and true, that the minor is travelling internationally, and that you consent to the minor using the Travel Card. 

20.4 You agree that we may rely on all acts or uses of the Travel Card by the minor, even if those acts or uses are not in line with your instructions to the minor.

20.5 If the minor creates a profile on our digital channels, the minor will be able to:

20.5.1 view balances and the transaction history on the Travel Card;

20.5.2 change the currency order of priority; and

20.5.3 freeze and unfreeze the Travel Card.

21. Digital interaction

21.1 You accept all risks of digital interaction with us. These risks include the following:

21.1.1 It may not be the safest way to give us instructions, as digital interaction may be tampered with before, during and after transmission and can be manipulated fraudulently.

21.1.2 Receipt or execution of digital interaction may be delayed because systems and devices failed, malfunctioned or were unavailable. 

21.1.3 Digital interaction may be illegible or inaudible, which may lead to instructions not being executed as intended.

21.1.4 We may be unable to verify email addresses and signatures.

21.1.4.1 You must ensure that your systems and devices can communicate with ours. You must meet our specifications for the installation and configuration of your systems and devices.

21.1.4.2 You must do whatever is necessary to access and use your account. This includes maintaining software licences and paying licence fees, and getting the necessary telecommunications lines, hardware, software and consumable materials (updates or upgrades).

21.1.4.3 You must adhere to our operating, maintenance and security requirements and procedures (including encryption standards) and make sure that there are no destructive programmes, for example viruses, worms, or spyware, on your systems and devices.

21.1.4.4 You must ensure the integrity, safekeeping and confidentiality of all communication lines, data, confidential information, systems and devices as well as authentication mechanisms.

22. Changing the terms 

22.1 We may change the agreement and if we do, we will notify you of any changes. The latest version of the agreement is available at nedbank.co.za.

22.2 If you do not agree with any change, you can terminate the agreement as described in clause 14.2. 

23. Law, jurisdiction and language 

23.1 The agreement is governed by the laws and the courts of South Africa.

23.2 We will communicate with you in English, and this agreement is available in English only.

24. Transferring our rights 

24.1 We may transfer any of our rights and obligations under the agreement, without your prior consent, to a third party, on condition that the party continues with the obligations in the agreement to you.

24.2 You may not transfer your rights and obligations under the agreement to a third party.

25. Address for notices

25.1 The physical or email address that you gave us in the application, or the most recent address is the address you choose as your domicilium citandi et executandi where we can deliver legal notices, orders and other documents to you.  

25.2 You may change your  physical or email address on the Money App.  or you can contact NCC or a Nedbank branch to update your address. . The change of address will be effective on the fifth business day after receipt of the email.

25.3 A legal notice, order or other document will be regarded as having been properly served when it has been sent by email or delivered to that party or sent by registered mail to that party’s last known address. If you have not informed us of a change of your email or physical address, we will continue to use the last address given, even though the information may be incorrect.

25.4 You may send any legal notices, orders or other documents to our domicilium citandi et executandi as follows: Group Legal Counsel, Nedbank Group Legal, Nedbank 135 Rivonia Campus, 135 Rivonia Road, Sandown, Sandton, 2196 or Nedbank’s email address CourtProcesses@Nedbank.co.za

25.5 We will notify you of any change to our physical or email address.

25.6 Unless the contrary is proved, any legal notice, order or other document:

25.6.1 sent by email to the chosen email address will be considered as having been received on the date it was sent; 

25.6.2 delivered by registered mail will be considered received within 7 business days of the posting date; and

25.6.3 delivered by hand will be considered received on the date of delivery, provided it was delivered to a responsible person during ordinary business hours.

25.7 If the date of delivery falls on a weekend or public holiday, the legal notice, order or other document will be considered as having been received on the next business day.

25.8 Any legal notice, order or other document received by a party will be adequate written notice or communication to that party, even though it may not have been sent to or delivered at the chosen address. 

25.9 It is your responsibility to notify us of any changes to your address and contact details.

26. Complaints process and alternative dispute resolution 

26.1 If you have a dispute or complaint about your account, you can contact us on Client Complaints Helpline on 0860 444 000 or 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. 

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

26.3 You also have the right to contact the National Financial Ombudsman and/or the Financial Sector Conduct Authority and/or the National Consumer Tribunal at any time using the details below:  

27. Acknowledgement

27.1 You warrant that you have fully and truthfully answered all questions and responded to our requests for information relating to this agreement.

27.2 You confirm that you understand and appreciate the risks and costs inherent in this agreement, as well as your rights and obligations.