EASY ZERO Nightmare

To whom this may concern,

On 3 February 2021, I had to send money to someone via the eWallet service. The person only tried to retrieve the money two days later but had issues with the pin, so he couldn't access the money. I decided to pay another amount in another bank account rather. In any case, I thought at some point the unclaimed eWallet money would be returned to my account. However, two weeks later, the money still wasn't back in my account. So, on Friday, 19 February, I phoned eWallet Services, where a very unhelpful person told me that she can't retrieve the money because it was in an EASY ZERO account. I contacted the person I sent the money to immediately and asked him to check if the money was in the EASY ZERO account this person was talking about. First of all, he didn't know what an EASY ZERO account was. He had no idea! He actually went to the bank and checked his own personal account, asked the bank staff to check the eWallet details that were sent to him, and all they told him was that the money wasn't in his own FNB account (which obviously it wasn’t) and they confirmed that it also was not in the eWallet under his phone number. My question is this, why didn’t the bank staff tell him of the possibility of this really unnecessary EASY ZERO nonsense (that no one asked for). Because surely, they should know that the money could have been transferred to the EASY ZERO account. Like we are all confused here. Me, the guy, and the staff, FNB. Looks like your staff doesn’t even know how this **** works. In any case, I had to go educate myself and research what EASY ZERO is. I got back to this poor guy, who is having to go into the ****** bank again now! He didn't even know that he accidentally opened up an EASY ZERO bank account! HOW? HOW DO PEOPLE ACCIDENTALLY OPEN A BANK ACCOUNT? Now, the money is in this account that neither myself nor this guy can access. HOW? MAKE IT MAKE SENSE PLEASE. How does this seem EASY by any account? It’s confusing and frustrating. He followed the cellphone prompts to try and access the account via his phone and he got blocked. OMG! WHAT???? He has to go into the bank AGAIN NOW and they need to first; help him to get UNBLOCKED. Then set up cellphone banking for him and show him how this account work and how he can finally draw the money. How is this process easy? You guys are closing branches left, right, and center, and pride yourself on being SA's Best Digital Bank. HOW? When this guy has to go into the branch once again to help with this ridiculousness. So much time wasted! How can I ensure that no one I send money to EVER gets CONNED by this ZERO EASY account nonsense EVER AGAIN? Because this is a nightmare I never want to repeat, please. Please, I beg of you, as a loyal FNB customer, don't ever offer this service to anyone I sent eWallet money to. We are happy with the eWallet service as it is. We don't want anything more, thank you.