LK
Lisa K
1 reviews | Active since May 2016
03 Sept 2026, 06:28
R7,000 Missing for Over a Week – No Follow-Up From FNB
I am absolutely disgusted by the way FNB has handled this matter.
More than a week ago, I transferred R7,000 from my own FNB business account to my own personal bank account. The money left my FNB account, but it never arrived in my personal account.
I reported this to FNB and was given case number CAS-***-L2D5F9.
Since then? Nothing.
Nobody has called me. Nobody has provided me with a proper update. Nobody appears to be taking ownership of the matter. I have had to continuously chase FNB for answers while R7,000 of MY MONEY remains missing.
This is not an inconvenience anymore. Debit orders have bounced because of this. I have been left without money that I need for basic day-to-day expenses and financial obligations. There are real financial consequences to FNB simply allowing R7,000 of a customer’s money to disappear and then failing to urgently investigate or communicate.
What makes this even more ridiculous is that I was not transferring money to some unknown third party. I transferred the money from my own business account to my own personal account.
How can a bank allow a customer’s money to remain unaccounted for for more than a week and not even have someone proactively contact that customer with an explanation?
I am beyond frustrated. I should not have to beg a bank to locate R7,000 of my own money.
I want this escalated immediately. I require:
1. My R7,000 to be located and credited to the correct account or returned to me immediately. 2. A written explanation of exactly what happened to the transfer. 3. An explanation for why more than a week has passed without meaningful communication or resolution. 4. FNB to address the financial consequences caused by this delay, including the debit orders that have bounced as a result.
Case: CAS-***-L2D5F9
I do not want another generic response telling me that someone will look into it. I want my money back and I want someone with the authority to resolve this matter to contact me.
HOW CAN CUSTOMERS TRUST A BANK THAT HAS MONEY GO MISSING FOR SO LONG AND NOTHING IS DONE? How will I trust FNB after this?
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Lisa K's updateReviewer Update
04 Sept 2026, 13:56THIRD COMPLAINT: FNB CLOSED MY MISSING R7,000 CASE WITHOUT EVEN CONTACTING CAPITEC
This is now my THIRD HelloPeter complaint regarding the same missing R7,000 PayShap payment because I am getting absolutely nowhere with FNB.
This is now my THIRD HelloPeter complaint regarding the same missing R7,000 PayShap payment because I am getting absolutely nowhere with FNB.
I made a R7,000 PayShap payment from my FNB account on 26 August. The money left my FNB account but NEVER arrived in my Capitec account.
After my initial complaint, I received ONE phone call from FNB.
Since then, nobody has called me back. Nobody is keeping me updated. Nobody appears to have taken ownership of this case.
Every single time I want to know what is happening, I have to call FNB myself. Every time I call, I speak to a different consultant who doesn't know what has happened before, and I am taken through the same steps over and over again.
Today, the FNB consultant I spoke to even told me that he could see NO NOTES on the system explaining what is actually happening with the investigation.
All he could see was that the case had been CLOSED because the funds were apparently “received on 26 August.”
This is after the following happened yesterday.
On 3 September at 14:09, I received an email from FNB Client Services Admin regarding the missing R7,000.
Nobody called me to provide feedback. Nobody explained the investigation to me. Nobody told me what had been established.
I simply received an email stating:
“Funds received 26/08/2026.”
Received WHERE?
Received by WHO?
Because the R7,000 was NOT received in my Capitec account.
Then, later on the SAME DAY, I received an email from an FNB Service Recovery Consultant telling me that my complaint was STILL UNDER INVESTIGATION.
Today, 4 September, I called FNB myself and was told that the case is actually CLOSED.
So even FNB does not seem to know whether my investigation is open or closed.
But it gets worse.
I called Capitec myself today.
The Capitec consultant actually took the time to investigate the matter properly and confirmed that FNB HAS NEVER CONTACTED CAPITEC REGARDING THIS TRANSACTION.
So how exactly did FNB investigate a missing payment intended for my Capitec account without ever contacting Capitec?
How did you establish that the “funds were received”?
Who confirmed receipt?
Where did they go?
Why was the case closed?
I have also subsequently made a R100 PayShap test payment using the same cellphone number, and THAT PAYMENT HAS ALSO NOT ARRIVED.
There is now another concerning issue. My PayShap settings show Nedbank as the bank associated with my Primary ShapID. I called Nedbank myself, and Nedbank confirmed that I have NEVER had a Nedbank account and that there is no account registered in my name.
Yet instead of FNB actually tracing these transactions, I am the one calling FNB, Capitec and Nedbank trying to figure out where my own money went.
This is exactly what is making this experience so frustrating.
There is no continuity.
If one person was assigned to this complaint, called me back and remained responsible for it, we could continue from where we left off.
Instead, every time I call FNB, I get a different person. I explain everything again. They take me through the same process again. The call ends, and then nobody follows up.
If the call drops or my airtime runs out, nobody calls me back.
I then have to call again, get another consultant and start AGAIN.
Meanwhile, R7,000 of my money is still missing.
I do not want another copy and paste email telling me “funds received.”
I WANT FNB TO TRACE MY MONEY.
Tell me which bank received the R7,000.
Tell me which ShapID it was routed to.
Tell me what “funds received” actually means.
Tell me why Capitec was never contacted.
Tell me why the case was closed.
Tell me why there are apparently no investigation notes available to the consultant assisting me.
And tell me why your Service Recovery Consultant told me in writing that the investigation was ongoing when your system says it is closed.
At this point I need ONE PERSON to take ownership of this complaint, contact me directly, properly investigate the PayShap transactions and remain my point of contact until this is resolved.
R7,000 cannot simply disappear while I am bounced between departments and consultants who don't know what the previous person did.
This needs to be escalated urgently.
LK
Lisa K's update04 Sept 2026, 13:56
Reviewer Update
THIRD COMPLAINT: FNB CLOSED MY MISSING R7,000 CASE WITHOUT EVEN CONTACTING CAPITEC
This is now my THIRD HelloPeter complaint regarding the same missing R7,000 PayShap payment because I am getting absolutely nowhere with FNB.
This is now my THIRD HelloPeter complaint regarding the same missing R7,000 PayShap payment because I am getting absolutely nowhere with FNB.
I made a R7,000 PayShap payment from my FNB account on 26 August. The money left my FNB account but NEVER arrived in my Capitec account.
After my initial complaint, I received ONE phone call from FNB.
Since then, nobody has called me back. Nobody is keeping me updated. Nobody appears to have taken ownership of this case.
Every single time I want to know what is happening, I have to call FNB myself. Every time I call, I speak to a different consultant who doesn't know what has happened before, and I am taken through the same steps over and over again.
Today, the FNB consultant I spoke to even told me that he could see NO NOTES on the system explaining what is actually happening with the investigation.
All he could see was that the case had been CLOSED because the funds were apparently “received on 26 August.”
This is after the following happened yesterday.
On 3 September at 14:09, I received an email from FNB Client Services Admin regarding the missing R7,000.
Nobody called me to provide feedback. Nobody explained the investigation to me. Nobody told me what had been established.
I simply received an email stating:
“Funds received 26/08/2026.”
Received WHERE?
Received by WHO?
Because the R7,000 was NOT received in my Capitec account.
Then, later on the SAME DAY, I received an email from an FNB Service Recovery Consultant telling me that my complaint was STILL UNDER INVESTIGATION.
Today, 4 September, I called FNB myself and was told that the case is actually CLOSED.
So even FNB does not seem to know whether my investigation is open or closed.
But it gets worse.
I called Capitec myself today.
The Capitec consultant actually took the time to investigate the matter properly and confirmed that FNB HAS NEVER CONTACTED CAPITEC REGARDING THIS TRANSACTION.
So how exactly did FNB investigate a missing payment intended for my Capitec account without ever contacting Capitec?
How did you establish that the “funds were received”?
Who confirmed receipt?
Where did they go?
Why was the case closed?
I have also subsequently made a R100 PayShap test payment using the same cellphone number, and THAT PAYMENT HAS ALSO NOT ARRIVED.
There is now another concerning issue. My PayShap settings show Nedbank as the bank associated with my Primary ShapID. I called Nedbank myself, and Nedbank confirmed that I have NEVER had a Nedbank account and that there is no account registered in my name.
Yet instead of FNB actually tracing these transactions, I am the one calling FNB, Capitec and Nedbank trying to figure out where my own money went.
This is exactly what is making this experience so frustrating.
There is no continuity.
If one person was assigned to this complaint, called me back and remained responsible for it, we could continue from where we left off.
Instead, every time I call FNB, I get a different person. I explain everything again. They take me through the same process again. The call ends, and then nobody follows up.
If the call drops or my airtime runs out, nobody calls me back.
I then have to call again, get another consultant and start AGAIN.
Meanwhile, R7,000 of my money is still missing.
I do not want another copy and paste email telling me “funds received.”
I WANT FNB TO TRACE MY MONEY.
Tell me which bank received the R7,000.
Tell me which ShapID it was routed to.
Tell me what “funds received” actually means.
Tell me why Capitec was never contacted.
Tell me why the case was closed.
Tell me why there are apparently no investigation notes available to the consultant assisting me.
And tell me why your Service Recovery Consultant told me in writing that the investigation was ongoing when your system says it is closed.
At this point I need ONE PERSON to take ownership of this complaint, contact me directly, properly investigate the PayShap transactions and remain my point of contact until this is resolved.
R7,000 cannot simply disappear while I am bounced between departments and consultants who don't know what the previous person did.
This needs to be escalated urgently.