Unresolved PayShap Transaction and Ongoing Service Failure

On 8 January, I sent money via PayShap from ABSA to Nedbank as an immediate payment, before noon. Two hours later, the recipient informed me that the funds had not reflected in their account.

I contacted ABSA, and I was told there was a PayShap issue between ABSA and Nedbank, and that the money was supposedly “hanging” in the system and would be reversed back to my account. I was instructed to email *** to log a complaint. I sent two emails, two days apart, and received no case number or response.

I then went to an ABSA branch, where a consultant logged the case for me and received a case number immediately. I was assured the issue would be resolved within 48 hours.

Nearly two weeks later, the issue remains unresolved. Each time I call ABSA, I receive different and contradictory explanations. ABSA claims the recipient received the funds on 15 January, but the recipient has provided a bank statement proving no such payment was received.

The ongoing back-and-forth, lack of accountability, and poor communication have been exhausting and deeply disappointing. I am extremely dissatisfied with ABSA’s service and expect this issue to be resolved urgently, failure to do so will result in me being forced to move my banking elsewhere.