PayShap Number Mapping Failure – Funds Sent to Unknown Account, No Accountability

I am lodging this complaint regarding FNB’s handling of a PayShap dispute.

A PayShap payment was made to a cellphone number that belongs to an FNB customer. FNB confirmed in writing that the cellphone number is correctly linked to the beneficiary’s Aspire Current and Savings accounts. Despite this, the beneficiary never received the funds.

Discovery Bank insists the funds were credited to FNB and provided a reference (CRQ ID 182809). FNB, on the other hand, closed the beneficiary’s case and stated that only the sending bank can investigate and reverse the transaction.

This has resulted in a month-long stalemate where both banks keep closing cases and redirecting responsibility, while the customer has no visibility on which FNB account actually received the money.

FNB has not confirmed whether another FNB account received the funds, nor has it provided a trace or explanation of how a PayShap payment could be misrouted despite the correct cellphone number being used.

This situation reflects serious weaknesses in PayShap number mapping, dispute handling, and customer protection.