FNB cannot reverse my money from Nedbank

I app**** for a reversal of R6200.00 to be done on my account as my rental cancelled. The payment is made in advance, I made the payment on the 23rd of September 2023 for the month of October 2023. Since the rental was cancelled, I completed a reversal form at FNB Kathu Branch to reverse the money back into my account.

This was their response:

FNB attempted to execute the payment reversal as per your request, but unfortunately, the request was not successful. Based on payment rules and regulations, the bank must obtain permission from the recipient before the payment can be reversed. Regrettably, the bank was not in a position to obtain the required permission to reverse the payment, and furthermore, the recipient did not provide the bank with the required consent for the bank to share the recipient’s contact details with you.

I am not happy that I am not being assisted as a loyal client to FNB. This cannot be possible that a reversal in unable to be done.

Regards

Marenecia Karsten