FNB Poor service towards clients

Hi my name is Stewart Phillips My company name is Stewart Steel Welding and Project Email: ***; *** Account no *** FNB Business account

I lodge a query with FNB Business desk and online digital banking regarding the reversal of EFT Paid in error to a certain recipient. FNB as I bank with them gave me bad service from not communicating and to closing a job card before time and without proper communication and trying of all available avenues to assist me. 11/01/2022 I lodge a reversal ref: *** assigned to Mamoleko Msimanga - The Above Job card was closed before 10 days stipulated in their reversal form and without any communication and further consultation (not all avenues were exhausted to qualify the closer of job card) 24/01/2022 FNB Lodged another reversal without my knowledge and permission Ref *** assigned to Jemaine Heff. I am told that I have to wait another 10 days.

I have spoken to the recipient and his Banker the investigated the transaction and did not flag anything as untoward and they have rep**** and agreed to reversal But my bank is failing to do the reversal. All info and communication from the recipient and his banker were forwarded to FNB with their contact details for verification, they fail to follow up and action the reversal.

BELOW IS A STRING OF COMMUNICATION DONE BETWEEN ME, THE RECIPIENT, RECIPIENT BANKER AND RECEIPTINT BANKER LEGAL DEPARTMENT On their Investigation and findings

MSHIKA FANDS <***> 24 Jan 2022, 15:07 (2 days ago) to fnbdigitalrecalls, Stewartphillip94

Greetings

Below is written approval by Liza from Generator King giving you a go-ahead to perform the reversal of the money paid in error to them, she can be contacted on email: <***> Office Contact Liza Mouton | Accounts Tel: +***3 Email: ***

Standard Bank Legal Department also assured their client that every was above board The person who was handling the querry is Tshepo Meong he can be contacted on below contact Tshepo Moeng

Business Banking Service Consultant

Sandton Catchment

Tel +27 (0)11 *** / *** / www.standardbank.com

---------- Forwarded message --------- From: GenKing Accounts <***> Date: Thu, 20 Jan 2022 at 13:10 Subject: Re: Reference Number COJ*** : Request for Reversal of Payment To: MSHIKA FANDS <***> Cc: Moeng, Tshepo T <***>, Sithole, Nontokozo N <***>, Teffo, Albert AJM <***>, <***>, Greg Hamilton <***>

Good day Tshepo,

Please can you facilitate the reversal of R195,000.00 incorrectly paid on 10/01/2022 into our bank account no *** by Stewart Steel Welding and Projects from FNB account number ***. This reversal was approved by our financial director, Greg Hamilton, cc'd in this email.

Best regards Liza Mouton | Accounts Tel: +***3 Email: *** | Website: www.genking.co.za | WhatsApp: Chat 50 Falcon Lane, Lanseria Corporate Estate, Lanseria, 1739

DicoPro(Pty) Ltd T/A Generator King

This email is intended only for the named person or entity to which it is addressed and may contain valuable business information that is privileged, confidential and/or otherwise protected from disclosure. Dissemination, distribution or copying of this email or the information herein by anyone other than the intended recipient, or an employee, or agent responsible for delivering the message to the intended recipient, is strictly prohibited. All contents are the copyright property of the sender. If you are not the intended recipient, you are nevertheless bound to respect the sender’s worldwide legal rights. We require that unintended recipients delete the email and destroy all electronic copies in their system, retaining no copies in any media. If you have received this email in error, please immediately notify us by calling us at +***3. We appreciate your cooperation.

On Thu, Jan 20, 2022 at 12:37 PM MSHIKA FANDS <***> wrote: Greetings

Liza - I have spoken to Tshepo Moeng just now from Standard Bank who will facilitate the reversal.

Tshepo said you must send here an email giving him a go-ahead to do the reversal, he will then do it from his side.

Please copy us on your email to Tshepo.

Thanking you in advance

Regards

Stewards Phillips *** / ***

On Thu, 20 Jan 2022 at 11:29, Sithole, Nontokozo N <***> wrote:

From: Teffo, Albert AJM <***> Sent: Thursday, 20 January 2022 10:59 To: Sithole, Nontokozo N <***> Subject: FW: FW: Reference Number COJ*** : Request for Reversal of Payment

From: Moeng, Tshepo T <***> On Behalf Of Sandton.Catchment Sent: Wednesday, 19 January 2022 09:25 To: GenKing Accounts <***> Cc: Ngcobo, Mabongi M <***>; Teffo, Albert AJM <***> Subject: RE: FW: Reference Number COJ*** : Request for Reversal of Payment

Good Day

Kindly note that we have provided supporting information that proves the entry as being valid and it’s also reflecting in your account.

The Bank cannot make the decision to permit on your behalf, that decision to transfer back or reverse lies with the you the account holder.

Regards

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Tshepo Moeng

Business Banking Service Consultant

Sandton Catchment

Tel +27 (0)11 *** / *** / www.standardbank.com

Standard Bank / South Africa / A member of Standard Bank Group

CIB Operations Services is ISO9001:2015 certified by DQS, certificate number 324301QM08

From: GenKing Accounts <***> Sent: Wednesday, 19 January 2022 08:42 To: Sandton.Catchment <***> Cc: Ngcobo, Mabongi M <***>; Teffo, Albert AJM <***> Subject: Re: FW: Reference Number COJ*** : Request for Reversal of Payment

Hi Tshepo,

The client is phoning me every five minutes.

Please can you confirm that all is in order for us to permit the reversal of the transaction? Will it be deposited back into the same account it was paid from?

Best regards

Liza Mouton | Accounts Tel: +***3 Email: *** | Website: www.genking.co.za | WhatsApp: Chat 50 Falcon Lane, Lanseria Corporate Estate, Lanseria, 1739

DicoPro(Pty) Ltd T/A Generator King

This email is intended only for the named person or entity to which it is addressed and may contain valuable business information that is privileged, confidential and/or otherwise protected from disclosure. Dissemination, distribution or copying of this email or the information herein by anyone other than the intended recipient, or an employee, or agent responsible for delivering the message to the intended recipient, is strictly prohibited. All contents are the copyright property of the sender. If you are not the intended recipient, you are nevertheless bound to respect the sender’s worldwide legal rights. We require that unintended recipients delete the email and destroy all electronic copies in their system, retaining no copies in any media. If you have received this email in error, please immediately notify us by calling us at +***3. We appreciate your cooperation.

On Tue, Jan 18, 2022 at 3:01 PM GenKing Accounts <***> wrote:

Hi Tshepo,

Thank you for the feedback.

Is all in order for us to permit the reversal of the transaction? Will it be deposited back into the same account it was paid from?

Best regards

Liza Mouton | Accounts Tel: +***3 Email: *** | Website: www.genking.co.za | WhatsApp: Chat 50 Falcon Lane, Lanseria Corporate Estate, Lanseria, 1739

DicoPro(Pty) Ltd T/A Generator King

This email is intended only for the named person or entity to which it is addressed and may contain valuable business information that is privileged, confidential and/or otherwise protected from disclosure. Dissemination, distribution or copying of this email or the information herein by anyone other than the intended recipient, or an employee, or agent responsible for delivering the message to the intended recipient, is strictly prohibited. All contents are the copyright property of the sender. If you are not the intended recipient, you are nevertheless bound to respect the sender’s worldwide legal rights. We require that unintended recipients delete the email and destroy all electronic copies in their system, retaining no copies in any media. If you have received this email in error, please immediately notify us by calling us at +***3. We appreciate your cooperation.

On Tue, Jan 18, 2022 at 2:58 PM Sandton.Catchment <***> wrote:

Good Day

Please see amount reflecting in the account and the validity confirm on FNB website.

Regards

Kindly take a minute to Rate My Service, by clicking on the below image to complete a quick survey.

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Description automatically generated

Tshepo Moeng

Business Banking Service Consultant

Sandton Catchment

Tel +27 (0)11 *** / *** / www.standardbank.com

Standard Bank / South Africa / A member of Standard Bank Group

CIB Operations Services is ISO9001:2015 certified by DQS, certificate number 324301QM08

From: Ngcobo, Mabongi M <***> Sent: Tuesday, 18 January 2022 13:37 To: Sandton.Catchment <***> Cc: Teffo, Albert AJM <***>; GenKing Accounts <***> Subject: Reference Number COJ*** : Request for Reversal of Payment Importance: High

Good day Tshepo,

Please assist and provide an update on the below request on the attached reference.

The client requires feedback urgently.

Regards

Mabongi

From: Ngcobo, Mabongi M Sent: Friday, 14 January 2022 18:02 To: Sandton.Catchment <***> Cc: Teffo, Albert AJM <***> Subject: FW: Request for Reversal of Payment

Good day Tshepo,

Please assist and trace if the remitter details corresponds with the proof of payment attached.

Client sceptical to allow refund suspecting potential *****.

Regards

Mabongi

From: GenKing Accounts <***> Sent: Friday, 14 January 2022 09:02 To: Ngcobo, Mabongi M <***>; Teffo, Albert AJM <***> Subject: Fwd: Request for Reversal of Payment

Hi Mabongi,

I hope you are well.

On 10/01/2022 a payment of R195,000.00 was received in our Generator King ***

Yesterday I received a phone call from Standard Bank requesting approval for the reversal of this transaction. I asked for the company to send me an email stating why the money was paid into our account. Please see their response below, with the proof of payment and request for reversal of the transaction, attached.

Greg and I are a bit worried, because things look a bit weird because of the following:

I cannot find in any of our books that we dealt with Stewart Steel Welding & Projects before. Why would they have our banking details on their system?

All the email accounts cc'd into this mail are gmail accounts.

I am not able to find the company Stewart Steel Welding & Projects on Google

Email was received from Mshika Fands, but the signee in the mail is Stewart Phillip.

Banking details as well as the email address is Sterwart, and not Stewart.

Please can you look into this before we give permission for the reversal and let me know if all is in order.

Best regards

Liza Mouton | Accounts Tel: +***3 Email: *** | Website: www.genking.co.za | WhatsApp: Chat 50 Falcon Lane, Lanseria Corporate Estate, Lanseria, 1739

DicoPro(Pty) Ltd T/A Generator King

This email is intended only for the named person or entity to which it is addressed and may contain valuable business information that is privileged, confidential and/or otherwise protected from disclosure. Dissemination, distribution or copying of this email or the information herein by anyone other than the intended recipient, or an employee, or agent responsible for delivering the message to the intended recipient, is strictly prohibited. All contents are the copyright property of the sender. If you are not the intended recipient, you are nevertheless bound to respect the sender’s worldwide legal rights. We require that unintended recipients delete the email and destroy all electronic copies in their system, retaining no copies in any media. If you have received this email in error, please immediately notify us by calling us at +***3. We appreciate your cooperation.

---------- Forwarded message --------- From: MSHIKA FANDS <***> Date: Thu, Jan 13, 2022 at 5:00 PM Subject: Fwd: Request for Reversal of Payment To: <***> Cc: <***>, <***>, MSHIKA FANDS <***>

Greetings

On Saturday 08 January 2022 at 11:04 am I Stewart Steel Welding has made a payment incorrectly to Generator King.

The Payment was due to a Client which I purchased materials from and since I had a number of baking details in one of my files I picked the wrong one without double-checking the correctness of the banking details I then mistakenly paid it into Generator King.

.

I have attached the Proof of payment to this email and also the bank request for a reversal from my bank FNB which I made a request form.

The FNB Account Details are as follows

Account Name: Sterwart Steel Welding and Projects

Account Number:***

Branch Code: 270952

Regards

Stewart Phillip

For and on Behalf of Stewart Steel Welding & Projects

*** or ***

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