FNB runaround

I am writing to lodge a formal complaint regarding a failed eWallet withdrawal and the subsequent poor service I have received from FNB. To date, I am still out of pocket by R550.

Incident Details: Date of Transaction: 18 December 2025

Location: FNB ATM, Greenstone Shopping Mall

Transaction Type: eWallet Withdrawal (Sent to my own number)

Amount Attempted: R1000.00

Amount Received: R450.00 (The remaining R550 was retained by the machine during a "Recovery in Progress" error).

Timeline of Failed Service: 18 December: Reported immediately at the Greenstone FNB Branch. I was told to call the Call Center. I did so, provided all details, and was promised a resolution within 24 hours.

18 December (Later): Received an SMS stating, "your call hit a snag, an agent will call you shortly." No one ever called.

27 December: I followed up and spoke to Zithulele, who assured me the refund would be processed by Tuesday, 30 December. This did not happen.

31 December (Today): * First agent hung up on me after I explained the history.

Second agent informed me the case was rejected due to "outstanding information." However, the agent could not specify what information was missing, and I have received zero communication (email or SMS) requesting further details.

My Demand: The ATM logs will clearly show a "Recovery in Progress" event and a physical cash surplus of R550 for that machine on the 18th of December.

I require:

An immediate investigation into why I was told the case was rejected without being contacted.

The immediate refund of my R550.

An explanation for the inconsistent information provided by your agents.

If this is not resolved within 48 hours, I will be forced to escalate this matter to the Ombud for Banking Services.