FNB FORMAL COMPLAINT – FAILURE TO ISSUE PREPAID ELECTRICITY TOKEN

Date: 26 February 2026 Transaction Date: 25 February 2026 Complaint ***

To Whom It May Concern,

I hereby lodge a formal complaint regarding a prepaid electricity transaction processed via the First National Bank (FNB) Mobile Application.

1. Background

On 25 February 2026, I purchased R1500.00 prepaid electricity through the FNB Mobile App. The transaction reflected as successful, and the amount of R1500.00 was deducted from my bank account. However:

No prepaid electricity token was issued to me.

The R1500.00 transaction does not appear under my prepaid electricity transaction history within the application.

After allowing several hours for possible system delays, I proceeded to perform a test transaction by purchasing R100.00 prepaid electricity, which was successfully processed and a valid token was received.

This confirmed that the issue relates specifically to the R1500.00 transaction.

2. Attempts to Resolve the Matter

I initiated contact through FNB Secure Chat. Unfortunately, the representatives were unable to provide meaningful assistance and indicated that the matter fell outside their scope of work.

I subsequently contacted FNB Connect telephonically. I was directed to log a formal complaint (***), despite already having done so.

I did not receive acknowledgement of my complaint via email.

Shortly thereafter, I was contacted by an FNB representative who claimed to have obtained the prepaid token number. The representative did not provide a clear explanation as to how the token was retrieved and stated only that the issue was due to a “system glitch.”

Upon returning home and attempting to load the provided token, I discovered that the token reflected as “Used” and was therefore invalid.

3. Further Escalation Attempts

On 26 February 2026, I made further attempts to resolve the issue telephonically. During this process:

I was transferred approximately nine (9) times between departments.

I was required to repeatedly explain the matter to each representative.

I was advised to request management intervention but was refused direct escalation and informed that a manager would revert within 48 hours.

I was ultimately advised that the issue lay with the municipality/service provider.

One representative terminated the call while I was attempting to clarify that the service provider could not have generated a token without receiving payment.

4. Verification with Service Provider

For completeness, I contacted my electricity service provider, Impact Meters.

After reviewing my prepaid meter number, they confirmed the following:

The R100.00 test transaction is visible and valid.

The R1500.00 transaction was never initiated on their system.

The token number provided by the FNB representative does not exist within their system.

This confirms that the failure occurred within FNB’s payment processing system and not at the municipality or service provider level.

5. Current Position

As it stands:

R1500.00 has been deducted from my account.

No valid prepaid electricity token has been issued.

The transaction does not reflect in the prepaid purchase history.

No formal resolution or reimbur*****t has been provided.

I am currently left with low electricity credit despite having made payment in good faith.

6. Required Resolution

I formally request the following:

Immediate investigation into the failed transaction.

Written explanation detailing the cause of the failure.

Immediate issuance of a valid prepaid electricity token OR full reimbur*****t of the R1500.00.

Written confirmation once the matter has been resolved.

Should this matter not be resolved urgently, I reserve my right to escalate the complaint to the appropriate banking regulatory authorities.

This experience has been deeply disappointing, particularly as a returning customer. I trust that this matter will now receive the urgency and professionalism it requires.