FNB Ewallet - Lost R400 - 7 months Investigation

Good Day

I am not one to complain often, infact, I hardly do. But came to the point that I just have to publish this, maybe it will reach the correct people.

On the 24th of September I sent money via Ewallet to a family member, R400. When he went to withdraw the money that evening, the ATM didn't dispense the money. The slip stated l, withdrawal: R400, We cannot complete your transaction, visit any FNB branch. (I har the slip as proof)

The ewallet account was emptyafter the withdrawal. The following day I went to the branch, and the confirmed that the ATM didn't dispense the money. They lodged an investigation and said that they will get back to me, well they never did.

Six months went by without hearing a thing from them. The 20th of March 2020 I went to the branch again, they apologized and initiated a new investigation, saying that I will get feedback within 3 days. Well, I didn't get any feedback. Monday 20 April, I had to request AGAIN.

They phoned me yesterday, telling me that the Ewallet department confirmed with them that the money was withdrawn on the 25th of September 2019, a day after I've sent it. My question is, how can it be withdrawn if there wasn't any money in the account / cell phone number.

I lost R400 and waited 7 months to get an answer. All they said was Sorry Sir. Oh, they want my family member to call them, so the can investigate further... 7 months, money lost, FIRST NATIONAL BANK. I've been with them for almost 15 years, premier account holder and business account with them, that's the service I get. How can we help you? More like How can we [not] help you.

Disappointed Customer.