NS
Nozipho S
1 reviews | Active since Sept 2019
27 Sept 2019, 08:29
Failed transaction not refunded
I made a deposit via EFT last week Friday 20th September 2019 of 30k which failed and it was reversed into my account I then paid it again on the 22nd . The first transaction which failed and reversed Didn’t register on FNb system due to technical error so when I paid it again, it seemed as if I was paying from unavailable funds. So I was sitting with a -30k balance but this was incorrect as I received in contact message saying funds were reversed but FNB claim the failed transaction was not reversed. The recipient only received the funds once of 30k but it was debited twice from me. As a result my salary was absorbed by this massive negative on my account. My debit orders are being unpaid and until now their system hasn’t corrected this. I went to Montclair mall fnb in 25th September 2019 where I was promised this will be rectified in 24 to 48 hrs but until now there has been no action.
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Replies (5)
FNB (First National Bank)'s replyOfficial
27 Sept 2019, 10:59Good Day
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
FNB (First National Bank)'s reply27 Sept 2019, 10:59
Official
Good Day
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
NS
Nozipho S's updateReviewer Update
27 Sept 2019, 14:08I was using the FNB app to make the transfer and also online banking so I’m currently at the branch and the manager says this review is misleading so let me rephrase I made the payments via eft and app and I came to this branch for assistance where I currently am. Online banking still don’t know where my funds are and it’s been a week since transfer was done. I am being sent from online banking people to app people with no joy. I am currently at Mobeni/ Montclair branch and I won’t leave until my money is in my account. I keep being told 24-48 hrs but it’s been a week. Fnb online and fnb app people need to refund me and sort out their technical issues afterwards. I got paid on Wednesday and I have no money due to this and all my debit orders are unpaid. This is totally unacceptable.
NS
Nozipho S's update27 Sept 2019, 14:08
Reviewer Update
I was using the FNB app to make the transfer and also online banking so I’m currently at the branch and the manager says this review is misleading so let me rephrase I made the payments via eft and app and I came to this branch for assistance where I currently am. Online banking still don’t know where my funds are and it’s been a week since transfer was done. I am being sent from online banking people to app people with no joy. I am currently at Mobeni/ Montclair branch and I won’t leave until my money is in my account. I keep being told 24-48 hrs but it’s been a week. Fnb online and fnb app people need to refund me and sort out their technical issues afterwards. I got paid on Wednesday and I have no money due to this and all my debit orders are unpaid. This is totally unacceptable.
NS
Nozipho S's updateReviewer Update
27 Sept 2019, 14:16The transaction was duplicated by the system and they can see that on their system but refuse to refund me. The funds were not transferred successfully or withdrawn by supposed recipient they simply have to give me my money I have shown and proved the transaction was duplicated.
NS
Nozipho S's update27 Sept 2019, 14:16
Reviewer Update
The transaction was duplicated by the system and they can see that on their system but refuse to refund me. The funds were not transferred successfully or withdrawn by supposed recipient they simply have to give me my money I have shown and proved the transaction was duplicated.
NS
Nozipho S's updateReviewer Update
27 Sept 2019, 14:42Now the query is : she did not initiate the second transaction on the 20th , also this transaction shows on hogan as a successful debit , and somehow the system allowed it to go through , but the funds were or still not paid (credited to Mack’s accounts. This debit has caused the customers account to be on a negative status. Customer got paid her salary yesterday 25th and the salary covered the outstanding debit. CUSTOMER SPENT 5 HOURS IN THE BRANCH yesterday and none of the support staff could understand what we were telling them. I ended up speaking to Mastai who actually could see that there is actually R30000 that is hanging somewhere , and have escallated the query. The customer’s debit orders were due yesterday and she has other obligations to meet , so may I request that someone takes ownership and accountability to assist in this matter. Also can we ensure that the deit order don’t get unpaid. I copied everyone who we spoke to yesterday in this mail. From where I sit , this is a two fold , its either the R30000 is paid to Mack’s account or it is reversed to the account holders account. Also it doesn’t make sense how the system could have allowed a transfer when there was no available funds in the account. The problem is with online banking or the app and nobody is bothering to contact us at the branch!
NS
Nozipho S's update27 Sept 2019, 14:42
Reviewer Update
Now the query is : she did not initiate the second transaction on the 20th , also this transaction shows on hogan as a successful debit , and somehow the system allowed it to go through , but the funds were or still not paid (credited to Mack’s accounts. This debit has caused the customers account to be on a negative status. Customer got paid her salary yesterday 25th and the salary covered the outstanding debit. CUSTOMER SPENT 5 HOURS IN THE BRANCH yesterday and none of the support staff could understand what we were telling them. I ended up speaking to Mastai who actually could see that there is actually R30000 that is hanging somewhere , and have escallated the query. The customer’s debit orders were due yesterday and she has other obligations to meet , so may I request that someone takes ownership and accountability to assist in this matter. Also can we ensure that the deit order don’t get unpaid. I copied everyone who we spoke to yesterday in this mail. From where I sit , this is a two fold , its either the R30000 is paid to Mack’s account or it is reversed to the account holders account. Also it doesn’t make sense how the system could have allowed a transfer when there was no available funds in the account. The problem is with online banking or the app and nobody is bothering to contact us at the branch!
NS
Nozipho S's updateReviewer Update
27 Sept 2019, 16:20Fnb online need to refund me my money immediately
NS
Nozipho S's update27 Sept 2019, 16:20
Reviewer Update
Fnb online need to refund me my money immediately