Unresolved Reversal of Funds via Chat Wallet

I am writing to formally lodge a complaint regarding the failed reversal of funds sent via ABSA Cash Send using your new Chat Wallet system.

On 7th May, I visited your Centurion Lifestyle Center branch seeking assistance to reverse two transactions sent to two different recipients. Unfortunately, the consultants at the branch informed me that they did not know how to process the reversal and directed me to contact the Chat Wallet support team.

After following their instructions, I called the provided Chat Wallet number and was assisted by a representative who confirmed that if the branch had processed the reversal, the funds would have reflected immediately. However, since the branch was unable to assist me, the representative initiated the reversal on my behalf and informed me that the funds would reflect within 48 hours.

As of today, 28th May, my funds have still not been returned to my account, despite numerous follow-ups. I have repeatedly contacted the Chat Wallet team, only to be informed that there is a backlog and that my case is still being processed. This prolonged delay is unacceptable, especially considering that I have been unable to escalate the matter due to a lack of accountability from your team.

I am highly disappointed with the inefficiency of your system and the inability of your bank representatives to provide a resolution. If there is a backlog, this suggests that other customers are experiencing similar challenges, further demonstrating the flaws within the Chat Wallet system.