FNB - Client Service Specialist - FNB EFT Product House - FNB Reversals - Digital Banking

On 8 November 2022 I made an EFT into an ABSA account with the incorrect account number. I noticed this when the intended recipient informed me that the money was not reflecting on their side.

I immediately logged a request with the FNB Digital Recalls Department with consent to use R325.50 (which is exorbitant to say the least) in order to provide me with the contact details of the account holder if they cannot retrieve the funds.

On 21 November 2022, after multiple attempts to get feedback from FNB, I received a response on Reversal Request ***, stating that the outcome is completed, but without success as there are insufficient funds in the recipient's account. Furthermore a comment was left: "Insufficient funds cannot get hold of client to obtain permission to give out his contact details his cell goes to voicemail".

I have been a FNB account holder that pays my monthly service fees on time, keep all my accounts with them - reflecting a loyal and trustworthy client of FNB. The least I would have expected is for a detailed report reflecting the attempts made to get in contact with the ABSA account holder to recover / reverse the payment, other than a report simply stating "UnSuccessful" - for all I know, only one attempt was made. The amount paid over is not insignificant and I cannot merely write it off.

The feedback received and attempt(s) made to recover / reverse the payment is unacceptable and I would've expected better client service from such a reputable company such as FNB. This leaves one with little choice than to consider another institution for my banking needs, which is unfortunate. I need a bank that will protect my interests and my funds, which serves not to be the case in this instance.