Frustrated - international wire transfer.

I am writing to express my deep frustration and disappointment with the service I’ve received from African Bank regarding an international wire transfer meant for my account.

On Friday, 6 June, I contacted African Bank via WhatsApp and spoke to Fisiwe, asking for assistance in tracing an international payment from Scotiabank Canada / Royal York Property Management. I offered the proof of payment, but was told documents can't be accepted on WhatsApp. I wasn’t given any alternative or escalation path.

After that, I repeatedly contacted the call centre and WhatsApp support, but no one answered my actual question: Has the international payment been received, is it in transit, or is it awaiting clearance?

Instead, each consultant read previous notes and provided generic responses like "it will clear within 7 working days" — without confirming if the funds are even there. It was only on 10 June that I was told to send the proof to ***, with the promise of feedback within 48 hours.

Today is 12 June, and still no proper feedback — only an SMS saying the proof was received and is being worked on. When I followed up again, I was told — once again — to wait another 48 hours. This repeated delay is unacceptable.

Meanwhile, this situation is making my children suffer. I need that money to provide for them. What’s even more upsetting is that a colleague of mine received his international payment from FNB over the weekend, without issue. I’ve been left struggling just to find out where my money is.

Why can’t I, as a customer of African Bank for years, get a straight answer or immediate update on whether then funds are in transit?

I am pleading for urgent assistance — not another vague response. I need to know:

Has the payment been received?

Is it pending clearance or still in transit?

When will it be accessible?