ABSA Payshap issue

I am writing to formally lodge a complaint about the unsatisfactory service I have received from one of your consultants, Ms. Cecile Lupke, in relation to a PayShap transaction dispute.

On 30 August 2025, I initiated a PayShap payment from my Capitec account to the cellphone number ***. Unfortunately, the transaction was erroneously routed to Absa due to a bank selection error on the Capitec app. Since then, I have made several attempts to engage with your institution to resolve the matter, but the funds remain unaccounted for.

Ms. Lupke initially responded to my query and requested an Absa account number, which was not applicable to the situation, as no Absa account was involved. Since that exchange, I have not received any meaningful updates or further communication, which I find deeply concerning and disappointing.

It has now been over a month since I first reported this issue, and the lack of resolution and communication reflects poorly on the level of service I expected from a reputable institution like Absa. I am genuinely frustrated and disheartened by the experience.

I respectfully request that this matter be escalated to the appropriate department within your institution. I am seeking a thorough investigation and a prompt resolution to ensure that the funds are either recovered or appropriately accounted for.

This is her response on the matter; "Good day

Thank you for your mail. Our apologies for the delayed response.

First of all, the request was logged incorrectly to Absa bank. The payment was made from Capitec Bank to Absa bank and needs to be logged with Capitec Bank as a missing payment. The payment was received by Absa bank and credited to the Absa bank account dated 30/08/2025 to Account link to the cell number and the account number ends with 7548.

Trust the above is in order."

I have been waiting for her to respond on the following since 08/10/2025. Good day Cecile

I don’t understand why this was linked to an account number whereas I was very clear that this was an error.

Are you telling me there’s an account number that is linked to the cell number ***? This *** is linked to a Nedbank account not absa.

Please call me to clarify the below. If the payment went to Absa and it was linked to an account number, how come it needs to be logged as a missing payment for Capitec.

Please clarify, what are the next steps from here?"