Nedbank debits customers to recover mischarged fees

Later this month, Nedbank will debit affected account holders to recover fees that were incorrectly collected between February and May. In communication sent to customers in July, it said that “due to a system, the fees collected on your external debit orders between 16 February 2026 and 12 May 2026 were calculated incorrectly”. “We will debit your account with the outstanding difference … on 17 August 2026 .

We apologise for any inconvenience.” Moneyweb has seen communication to customers with various amounts, but these tend to be in the tens of rands. And because this issue was related to a single type of transaction, the impact would be entirely dependent on how many external (non-Nedbank) debit orders that customer has, as well as their account type. Nedbank confirms that “the issue was isolated to the billing of certain external debit order collection fees following a system upgrade that formed part of ongoing enhancements to our banking platform”.

“As a result of the billing error, some clients were undercharged, rather than overcharged, for the affected transactions. The issue did not impact the processing of debit orders or clients’ funds beyond the incorrect fee being applied.” It adds that “once the issue was identified, Nedbank implemented the necessary system changes to correct the billing, communicated with affected clients, and has since closed the matter”. “In line with Nedbank’s Pricing Guide and Conduct Rules, the bank may only recover missed fees for a maximum period of three months,” it said. “Any fee recoveries were therefore limited to this period and undertaken in accordance with these rules.” The bank would not be drawn on exactly when it identified the error, how many clients were affected, or the total quantum of the error.