PayShap Transaction Failed but Funds Not Reversed

I am having issues regarding Absa’s handling of a failed PayShap transaction and the ongoing inability to provide verifiable proof of payment or a resolution.

Transaction details: Date: 29 October 2025 Time: 10:10 AM Payment type: PayShap Issue: Recipient did not receive funds

On 29 October 2025, I sent a PayShap payment to a recipient. The funds were not received. On 30 October 2025, I contacted Absa Telephone Banking and was advised by the consultant that the payment failed due to the recipient’s number being entered with +27 instead of 0. I was explicitly informed that the payment had not left Absa and was advised to email *** to request a reversal.

To ensure the recipient was paid, I made an additional PayShap payment on 30 October 2025, which the recipient successfully received. This is clearly reflected on their bank statement.

On 11 November 2025, I received an email from M. Thebehali stating that Absa could not assist with PayShap proof of payment, despite the fact that this was not my request. I responded the same day, reiterating that I was awaiting assistance with the failed transaction.

After no resolution for nearly two months, on 24 December 2025, I received communication from Absa stating that:

“According to our records the transaction was successful” and that a request had been sent to Nedbank via CQLS (ID: 231209).

On 14 January 2026, I received further feedback stating:

“Funds received 29/10/2025.”

The lack of evidence is not acceptable.

I have personally reviewed the recipient’s bank statements, and no funds were received on 29 October 2025, other than the separate, additional payment made on 30 October 2025, which is clearly identifiable.

Furthermore: 1. Absa initially confirmed the payment failed and did not leave Absa 2. Absa later contradicted this by stating the transaction was successful 3. No formal, verifiable proof of payment has been provided 4. Generic copied text is being used as confirmation instead of factual evidence

To make matters worse, I am now unable to reply to Absa regarding this case. Any email containing the original reference number results in a “technical error” and fails to send, despite test emails sending successfully without the reference included.

I am requesting the following:

1. Formal, verifiable proof that the PayShap payment on 29 October 2025 at 10:10 AM was successfully delivered to the recipient 2. Confirmation of which account or mobile number allegedly received the funds 3. If no valid proof exists, an immediate reversal of the funds 4. An explanation for the contradictory information provided by Absa according to their timelines.

This matter has been ongoing since October 2025, has caused unnecessary stress, and remains unresolved due to inconsistent information and lack of accountability.

I expect Absa to take ownership of this issue and provide a proper resolution.