NOT Easy and NOT Efficient Banking

On July 25, 2025, I made a substantial payment from my Capitec Bank account to my FNB Credit Card. This transaction was made to a bank-loaded beneficiary, using my old FNB credit card number as the payment reference.

It's important to note that FNB issued me a new credit card three months prior to this payment. For the past three months, I have consistently used the same "old card number" reference when making payments, and these funds were always correctly allocated to my new credit card account.

However, the payment initiated on July 25, 2025, has not been allocated to my account, even after six business days. I have spent numerous hours on the phone with FNB's Credit Card division. During these calls, I was repeatedly assured that the "old card number" reference was still linked to me. I was instructed to send an email to *** with proof of payment, requesting the funds be allocated to my new card number. I promptly did this, but I have yet to receive any response.

To my dismay, FNB has now changed its position, instructing me to request Capitec Bank to reverse the funds. This change in direction is incredibly frustrating, especially given that this information was not provided during my initial extensive phone calls. Call Reference RG***

I also lodged a query with Capitec Bank on the same day Capitec has confirmed that the payment successfully went through and is actively attempting to trace the funds with FNB.

I am frankly shocked at the level of unprofessionalism with which this matter has been handled. I have never experienced such poor service from FNB. In an era of sophisticated cashless transactions, it is unacceptable that FNB cannot trace and allocate a payment with a clear reference number.