ATM Deposit

I am writing to formally raise a complaint regarding an unresolved issue that occurred on Saturday, 24 May 2025, at your Greenstone Mall branch.

I attempted to deposit money at one of your ATMs, but the transaction was cancelled while the machine retained the cash. Despite this, the funds never reflected in my account. I immediately sought assistance from staff inside the branch — a lady and a gentleman assisted me at the time — but as of today, I have received no communication or follow-up regarding the status of my funds.

This delay is severely impacting me, as I need the money to cover upcoming debit orders, and I have been advised that FNB will not accept responsibility for these failed payments due to the bank’s error.

What is particularly disappointing is that the branch staff admitted they were aware the ATM was faulty — yet no effort was made to inform customers in the queue. This lack of transparency is unacceptable and shows a disregard for customer time, money, and trust.

I also reached out to several agents via the banking app, but none were able to provide a solution or even a clear update. The lack of accountability and communication is deeply concerning.

I request immediate feedback on the status of my funds and an explanation as to why the issue has not been resolved or escalated. Incidents like this raise serious concerns about the quality of service and what value customers are truly receiving for the monthly fees we continue to pay.