FNB Forex Nightmare

A week ago, I sent money through Moneygram via the FNB app. Beneficiary went to collect funds following day and was told that somehow the names were all stuck together with no spaces between surname and names. Herewith what happened since: 1. 26/03 - Went to the Carlswald Branch. Agent at the door advised I could change the name on app. Once he tried and realized you couldn't like I advised when I arrived, he said to wait to speak to someone from Forex that would help. A few minutes later, he made the call and I spoke to someone from Forex who gave me an email address and said amendment would be done within 48hrs. 2. Same day, email bounced back. Was provided with wrong email address at the Branch. Proceeded to call Forex. 3. Was provided with email address, ***. Sent email and called to confirm turn around time. Was advised to wait 2 working days. This agent also confirmed amendment would be done within 2 working days. 4. 2 days later, called forex. Agent I spoke to advised that they would escalate. 5. Called later on this day and was advised by another agent that it is not possible to do an amendment - only cancellation and refunds and that I would be charged again for transaction fees when the error is on their system and I had already paid for previous transaction fees when sending. He then advised to send another email to now request a cancellation and not an amendment, which I did on this very day. 6. Waited another two days and was sent an email by a Diane Potgieter to advise that the email was received. 7. Another two days later, I initiated a conversation via chat and spoke to about 3 agents who all gave me different information, one advising to try on the app, another saying they would escalate, another suggesting that I call MoneyGram (which I have by the way, many times and was told that only FNB could amend the transaction). Wasn't helpful at all. 8. Today again spoke to another agent at Forex who said again she would escalate and speak to her team leader and that they would send me another email today. 9. An hour or so later, got another email from Diane advising that she too will escalate to MoneyGram who already informed me on numerous occasion that only FNB can amend transaction.

I am now stuck more than a week later with zero help from FNB, only useless escalations that lead to absolutely nothing. Beneficiary is a 74 year old woman that needs her funds urgently and nobody at FNB is actually solving this issue.

I'm still waiting for actual help.

Hopefully, this review forewarns anyone wanting to send funds abroad via FNB or MoneyGram, at least this has been my experience so far.