FNB WORST BAD ROTTEN BANK PATHETIC SERVICE LEAVE THEM.

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding a failed PayShap instant payment made from my account on 25 April 2026.

The payment reflects as successful on the FNB side; however, the recipient has not received the funds. I was advised that the issue lies on the PayShap side, where the payment was not released. I was further informed that the account would be flagged to ensure the funds are released.

Despite this, as of 28 April 2026, the funds have still not been received.

I have contacted your support team multiple times and received inconsistent and contradictory information:

I was initially assured the funds would reflect within 1–2 hours. This did not occur. I was later informed that the only option is to reverse the payment, which will take 7–14 working days.

This is unacceptable. I made use of an instant payment service, yet I am now expected to wait up to two weeks to access my own funds due to an apparent system failure.

I also visited the Menlyn Maine branch, where I was assisted, but ultimately redirected back to online support without resolution.

I require the following:

Immediate escalation of this matter. A clear explanation of what caused the failure. Urgent release of the funds OR prioritised reversal (well within the stated 7–14 days). Written confirmation of the steps being taken and expected resolution time.

Please treat this as a matter of urgency. If this issue is not resolved promptly, I will escalate it further through formal regulatory channels.

Additionally, based on this experience, I am reconsidering my relationship with the bank and request information on the process to close my account.

I expect a prompt and definitive response.

Regards Ashwyn Lottering