eWallet transaction

On February 3, 2025, I transferred R3000.00 to a recipient via eWallet. However, the recipient later informed me that the funds had neither been received nor withdrawn. I initially reached out to the bank on February 13th via the banking app, but the support provided was unhelpful. As a result, I contacted the bank directly on the morning of February 14th. During the call, I was informed that a monthly account fee of R369.00 had been debited and that R2600.00 was withdrawn from an ATM. However, the consultant was unable to confirm the location of the withdrawal. I find it perplexing that an account fee would be app**** to an eWallet, especially when the recipient's mobile number is not linked to any FNB account. The consultant could not clarify the situation regarding the monthly account fee or the ATM withdrawal and subsequently opened a dispute case (Case ***-Q4Y9P9) and a monthly account reference (R268590Z). Later that same afternoon, I received an email (subject: CRM:***) stating that R2600.00 had been successfully credited and transferred to a Mr. K M, and that my case had been closed. This email only added to my confusion, as the amount of R3000.00 should have been credited back to my account, and not a partial sum. I am extremely frustrated with the lack of transparency and the apparent mismanagement of this issue. It is deeply concerning that such an important matter is being handled with such disregard for customer satisfaction. I hope by sharing my experience, others will be aware of the challenges we face, and that someone will finally address and resolve this issue promptly.