HORIBLE SERVICE

On 25/07/2018 I transferred an amount of R1950.00 to acc number ********** 8758, one digit was entered incorrectly I was meant to send it to ( cousins account number). Immediately after i made the transfer I called my cousin to confirm the payment she didn't get it I check and realized I had made a mistake I called FNB to either reverse the transaction or place the funds on hold. I was not assisted. I was advised that they would investigate and get back to me. I have now received an email from FNB advising that the person has withdrawn the funds and they cannot do anything further to assist me.

• Why does your app allow you to insert an incorrect account number. CAPITEC does not allow you to proceed if the account number is incorrect or does not belong to the person whose name you have entered. • Why was the funds not immediately frozen as per my request? • Why was the reversal not done immediately?

Now FNB sends me the lady’s name and telephone number- saying I must contact her to make arrangements. Why can the R1950.00 Not be reversed forcing her account into a negative or assurance given that on her next salary date that it will be reversed back to me?

This is poor business practice and is also against the CPA, as a consumer I made a mistake however I asked the bank in good faith to enforce measures that would assist with the reversal of the funds.

I require a manager to contact me and not an email . my nr is ********** 697

Herewith the email: Dear NOZEEL

This e-mail serves as a formal notification of the outcome of your request. Kindly note Recalls and Reversals are not always possible due to the nature in which the Recipient Account is set up.

Request Reference: 1- ********** 233 Outcome of request*: Completed Reason for outcome Insufficient Funds Comments

Account Name Account Number Amount Outcome of transaction Reason for outcome Comments MISS DINEO M PUONGWE ********** 8 ********** UnSuccessful Insufficient Funds Kindly contact MISS DINEO M PUONGWE on ********** 145

Your request was Completed, please see the reason is listed below:

Detail explanation for outcome of request where applicable: Outcome of request Detail explanation Insufficient Funds The recipient's account does not have sufficient funds for the reversal to take place. Please liaise with the recipient directly to make arrangements for a refund.

Mamoleko Dubazana | Client Support Specialist | Recalls and Reversals I EFT Product House 3 First Place, 6th Floor, BankCity, Johannesburg, 2000 | Tel: (087) ********** | *****: (087) ********** | Online Assist (087) ********** E-mail: ********** | Web:www.fnb.co.za | Mobile: www.fnb.mobi