Withdrawal Request and Service Concerns

I am writing to formally express my concern regarding the unresolved status of my withdrawal request submitted on 25 July 2025 after 20h00. Despite multiple follow-ups via email and phone calls, I have yet to receive confirmation that the withdrawal has been successfully processed. On 4 August, I sent a follow-up email with no response. I followed up again on 7 August and was informed telephonically that the payment takes 7–10 working days. However, this timeframe has now passed, and I remain without clarity or confirmation. On 8 August, I received assistance from a consultant named Fundi, who was efficient and provided commendable service. However, I am still unsure whether the withdrawal request was successfully submitted. Today, I spoke with Nadia Pillay, who requested sensitive personal and banking details over the phone. Due to security concerns, I declined to provide my bank account number, and as a result, she was unable to assist me further.

I also received a cancellation email, but no confirmation of a processed withdrawal. Furthermore, I am unable to access my online profile due to it being blocked, yet I was advised to check online for updates, an impractical suggestion given my current access issue. This situation is deeply distressing, particularly as I am facing a personal emergency and urgently require access to my funds. I am uncomfortable sharing sensitive banking information over the phone, especially considering the increasing prevalence of ****s. Even my bank, FNB, has never requested such details in this manner. I request the following: 1. Confirmation of whether my withdrawal request was successfully submitted and processed. 2. Clarification regarding the cancellation email and its implications. 3. Assistance in accessing my online profile or an alternative method to track the status of my request. 4. Immediate resolution of the withdrawal process, given the urgency of my situation.

I would appreciate a prompt response and resolution so that I can focus on my personal health without the added stress of financial uncer*****y.