Attempted FNB eWallet payment via Hollywoodbets but funds have not been received by the intended recipient. I am receiving conflicting feedback from FNB and Hollywoodbets with no clear resolution after 5 days.

Title: Formal complaint – unresolved FNB eWallet transaction (urgent investigation required)

I am extremely frustrated with the handling of my FNB eWallet issue.

I attempted to send an eWallet payment from Hollywoodbets; however, the funds have not reached the intended recipient. Instead of a clear resolution, I am receiving conflicting and inconsistent feedback from both FNB and Hollywoodbets.

FNB agents have confirmed that they can see an eWallet transaction linked to my profile, but indicate that it was routed to an old or previously used cellphone number (*** – Mohmmed, Date: 21 April 2026, Time: 15:55). However, upon further follow-up, I was also informed that there is no record of funds being received or redeemed on either number (***, Date: 22 April 2026, Time: 10:34 – FNB).

Hollywoodbets has provided their reference at 10:08 on 22 April 2026 (***), requesting FNB to provide full feedback on the redeemed funds, including the exact date, time, and location of redemption. However, no feedback has been received to date.

Despite this, FNB continues to deny that any successful or redeemable eWallet transaction exists on the current number.

This inconsistency is unacceptable and has resulted in me being continuously sent back and forth between institutions with no proper resolution. Hollywoodbets states the transaction shows as “completed” on their system and refers me back to FNB, while FNB denies receipt or redemption of the funds.

At this point, I am being given contradictory information by different agents, with neither party taking clear ownership or providing a definitive explanation. This process has been extremely time-consuming and frustrating, especially as these funds belong to me. I am now on Day 5 without resolution and continue to be passed between institutions.

I hereby request the following urgently:

A full investigation into the eWallet transaction in question Clear written confirmation of where the funds were actually sent and whether they were redeemed Immediate reversal or recovery of the funds if they were misdirected or incorrectly processed A formal written explanation of what occurred

This matter requires urgent attention. I expect a proper resolution, not conflicting feedback or the passing of responsibility between institutions.