Complaint: Failed EFT/eWallet Payments – Investigation Required

I am raising this complaint regarding repeated failures of EFT/eWallet payments on my FNB account. Despite being charged private banking fees, payments initiated through the bank’s platform are not being successfully collected.

Failed payments:

23 July 2026 – Payment of R200 to Joe Gardener could not be collected by the recipient after it was made. Error upon collection: “insufficient funds.” The issue is on FNB’s side.

25 May 2026 – Payment of R100 to Mum Juliega could not be collected by the recipient after it was made. Error upon collection: “insufficient funds.” The issue is on FNB’s side.

This is not an isolated incident. Out of four recent eWallet transactions, two have failed – a 50% failure rate. It is unacceptable and ******** for a bank to advertise and charge for payment services, yet fail to deliver on them.

The impact: As a customer, I am inconvenienced by having to take personal time to request refunds for payments that should have been processed seamlessly.

I request that FNB:

Investigate why these payments cannot be collected.

Correct the error immediately.

Reverse and refund the failed amounts (R200 + R100 = R300) into my account today, 20 August 2026.

Customers should not be penalized or inconvenienced for system failures. I expect urgent resolution and confirmation of corrective action.