Ewaalet / ATM issue

FNB Ref : ********** NF Cell : ********** 003

Our domestic worker was paid on the 27th April using ewallet for a specific amount. When she went to the atm to do the withdrawal on the 1st May, she had to change the pin. The transaction was recorded at 11:37 am on 01/05.

Subsequently, after changing the pin she could not withdraw the money. After an investigation by me (as the ewallet payment was done from my account) it was found that the funds had been withdrawn, which she said DID NOT happen.

We have logged a ticket for an ATM with the above reference number. The atm dispute's findings said that the money has been withdrawn, even though she did not receive any money at all. There was no escalation done and no help with the issue.

I am disgusted with FNB that poor people that struggle with these issues are not given the support to try and help their cause. There was no attempt to look at camera footage to see if they could see funds delivered to her, which is what needs to happen.

Please help!!