Unexplained charges that don't reflect in my account

On 16 December, I experienced a very frustrating and concerning issue with my account that remains unresolved.

I had R363 available in my account when a debit order of R488 and some cents tried to go off but failed due to insufficient funds. I then transferred the R363 into my savings plan account. Later, R286 reflected in my main account. From that amount, I spent R200 on petrol and later transferred R40 from my savings plan account to my main account, which I used (along with the remaining balance) to buy food for R117 and some cents.

The problem started when I transferred R155 from my savings plan account to my main account, and the money did not reflect. I refreshed the app and logged out and back in, but the funds were still missing. I then transferred another R50, and once again, the money did not show.

I contacted customer support and was told the issue was related to pending charges. I explained that I had already accounted for every pending charge on my account and that this did not explain where the transferred money had gone. I was then told that the system does not reflect this information, which was extremely concerning.

I went to a branch for assistance, but the consultant was also unable to explain where the money was. After contacting internal support, I was given the same vague explanation about pending charges. I specifically asked where the R155, R50, R100, and R5 I transferred had gone, as these amounts show as money in, yet my balance reflected R0.00. I was also told my account was not in a negative balance.

If my account is not negative, then my money should not simply disappear or sit in limbo without explanation. The lack of transparency and clear answers from both customer support and branch staff was extremely disappointing. I expect better clarity and accountability when it comes to my own money.