PayShap Payment Misdirected – Month-Long Runaround With No Resolution

I am extremely disappointed with how Discovery Bank handled a PayShap transaction dispute.

I made a PayShap payment using the correct cellphone number provided by the intended beneficiary. The payment left my Discovery account successfully. When the beneficiary did not receive the funds, I immediately logged a dispute.

Discovery Bank repeatedly advised that the delay was due to FNB and that they were waiting for feedback. After weeks of follow-ups, Discovery confirmed that, according to their systems and BankservAfrica, the funds were “credited” and then closed the case, instructing us to deal with FNB.

However, FNB has confirmed in writing that the beneficiary’s cellphone number is correctly linked to her accounts and that no funds were received.

Discovery has refused to provide a full trace report or confirm the exact account number where the funds were allegedly credited. As a result, both banks keep passing responsibility to each other, while the customer is left without funds or answers for more than a month.

This experience has shown a serious lack of ownership, accountability, and customer protection when PayShap transactions go wrong.