Ewallet *****

I am a premier cheque account holder.

On 19 October 2019 I made an Ewallet payment of R250 to cellphone number ***.

The funds were successfully sent from my banking app as per transaction reference number VODSKTSB923F.

On 20 October 2019 the person I sent the funds to contacted me via WhatsApp and sent me a screenshot that the Ewallet balance shows R0.00.

I went into the Bellville branch on 7 November 2019 (I was busy with a course at work hence I only got back recently to attend to this matter). I was put through to the Ewallet department via phone and informed the consultant that I had sent R250 to cellphone number *** but the person did not receive the funds. The consultant informed me that the funds were however withdrawn. I subsequently requested to be provided with the location and ATM at which the funds were withdrawn but I was told that this information is not available.

On 8 November 2019 (today) I once again attempted to get clarity on this matter via the FNB chat platform (kindly see screenshot of the conversation) but my attempt proved to be fruitless.

Therefore, I hereby officially request:

1- FNB to investigate where they (FNB Ewallet service) sent the R250 to.

2- Where and at which ATM the money was withdrawn at alleged by FNB.

3- How was the money withdrawn without the pin code provided by FNB?

Please note, I reject both responses by the Bellville branch and the consultant on the banking app platform (as per screenshot). The information (e.g the cell phone number of the recipient) was correct and I therefore reject the notion that FNB won't provide me with the location/ATM where the funds were allegedly withdrawn and the person who withdrew it without the pin.

This, I hereby officially request FNB to investigate where the money is and how it was allegedly withdrawn without the pin. I furthermore request that satisfactory answers be provided unlike those I received up until now.

I trust that this matter will be investigated and be resolved in a satisfactory manner without the need for me to take it further.