Ongoing Refund Issue – No Accountability from Both Banks

I am extremely disappointed with how both Lula/FNB and Capitec Bank have handled a refund issue that has now dragged on for weeks with no resolution. Despite my full cooperation and providing every document requested, I have been pushed back and forth between the two banks with no one taking responsibility. Lula/FNB insists the funds have not returned to their account, while Capitec confirms the funds never reflected on my side. I am stuck in the middle with no progress, no clarity, and no accountability. I have submitted: • Capitec’s communication confirming the funds never entered my account • My account statements • All documents requested by Lula/FNB • Multiple follow-ups and clarifications Capitec has logged the matter under the following references: Ref: 017 92 398 *** Yet there is still no resolution. The lack of urgency from both institutions is unacceptable. This situation has caused unnecessary stress, inconvenience, and financial uncer*****y. I have been patient for far too long, and I am now escalating this publicly because neither bank has taken ownership. I am requesting: 1. Immediate escalation to senior management at both banks 2. A joint investigation instead of contradictory back-and-forth responses 3. A clear action plan with timelines 4. Confirmation of who is taking responsibility for resolving this matter This has gone on long enough. I expect urgent action