Dissatisfied customer

Official Dispute: Unresolved eWallet ATM Failure at Strand Street Branch – ***

Dear FNB Branch Management / Escalation Team, I am writing to formally dispute the outcome of a recent investigation regarding a failed eWallet withdrawal at your Strand Street branch. My claim was wrongfully refuted, and I am deeply disappointed by this outcome. On 19 August 2026 at approximately 11H00 am, I attempted to withdraw an eWallet amount of R140.00 at the ATM machine located outside the Strand Street branch. The machine went through the transaction process but failed to open the dispensing shutter or release any cash. Furthermore, the machine did not issue a receipt or a reference number. Crucially, the front-desk reception lady working inside the branch at the time walked outside and personally witnessed that the ATM did not open and that no money was delivered to me. Despite this clear operational error, your forensics or investigation team claims my request is invalid. This decision directly implies that I am being untruthful, which is completely unacceptable given that your own staff member witnessed the machine malfunction. I request an immediate re-evaluation of this case based on the following actions: Staff Verification: Interview the reception staff member who was on duty and witnessed the incident. CCTV Footage Review: Review the physical camera footage of the ATM at the time mentioned above, which will clearly show the shutter remaining closed and me leaving empty-handed. Physical Cash Balancing: Re-audit the physical cash logs of that specific ATM machine for that date, as it must have balanced with an excess amount matching my failed withdrawal. I expect my funds to be paid out without further delay. If this matter is not resolved promptly, I will have no choice but to escalate this complaint directly to the National Financial Ombud Scheme (NFO).I look forward to your urgent response and a reference number for this escalated dispute.

Lucius Malloy ***