FNB Refused to do an online reversal for no reason # THE REVERSAL CHARGE IS A *******

Christine Mqikela <***> Mon, Nov 18, 3:23 PM (4 days ago) to ***, care

I would like to follow up on the complaint that I lodged on the 05th of November for the online banking reversal that was not carried out by the bank. I received calls from fnb which led to know where as both the branch and the online banking were only interested in shifting blame between the two departments and leaving me in the cold like they did originally. I am not interested in FNB internal issues. I just need my money reversed as I originally requested. Really now FNB how hard can this be??? I went to the bank the very same day I made the transaction. If it wasn't for your shipping me from pillar to post this shouldn't have been such a mission.

Please can some escalate this matter and come to a resolution as soon as possible.

Thanking you Nondumiso Christine Mqikela Cell: ***

This is the email that I sent to fnb care email complaints service and have had no response since. I transferred money into an account by mistake using the FNB App, spoke to the client and went to the bank to have it reversed. I actually thought they would just tell me how to do on the app and that would be it...Boy was I mistaken. I got to the branch and I was met with hesitation, discouragement and apathy.. I was told it will cost me about R400.00 and it is not guaranteed. Whether successful or not I will pay. I still said I needed to do it. The consultant completed the form which I signed and was told it takes up to 5 working days to get it done. I waited for the entire week and went to he bank when I didn't get a response. I was pointed to a phone to make a call to online which told me to go back to the consultant saying they emailed her the response. The consultant told me that she deleted all her emails her inbox was full so she will send the from back to online as a new application. I was told they would try and speed it up since it was a second attempt.I waited another few days and went back to the bank and I was told to call online banking again and I was informed that the form that we completed was outdated they would email her a new form... I thought this was shocking how does a bank fail to keep up with its own application forms. We started from scratch to complete a new form and send it to online banking again... I was promised a speedy response since I had been waiting for a long time. I waited for another week and eventually I received an email saying that they failed to get hold opf the owner of the account to get authorization . I though this was strange and immediately informed the owner of the receiving account to go to the bank and call the online banking give the my reference abd tell the that he is giving the authorization that they need. They refused and told him I needed to fill in the form all over again for the time and get charged another fee.I realized FNB had no intentions of carrying out my request from the beginning. The delay tactics was just their way of getting to leave the transaction oh and they just pocked R400 from me for nothing. I sent two emails to their complaints email service abnd that didn't yield any results instead I got 2 lousy calls from first online banking shifting the blame to the branch and the the branch saying they are sending it back to online banking. Do they not realize that to customers it doesn't matter who failed to do what . I went there to consult with FNB I have no interest in internal frictions I need the service that I needed there should be synergy among the departments to ensure that the customers needs are met. I am disappointed to say the least I though FNB was committed in being innovative and using the technology available in this day and age to make banking easier and faster . This is a ******* I need my money back.