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LK
Lisa K

1 reviews | Active since May 2016

28 Aug 2026, 14:16

R7,000 Missing for Two Days – Shocking Lack of Assistance and Follow-Up From FNB

I am extremely disappointed with the level of service I have received from FNB regarding an immediate payment of R7,000 that I made from my FNB Business account to my Capitec account on 26 August 2026.

Two days later, the money is still not reflecting in my Capitec account.

What has made an already stressful situation significantly worse is the complete lack of ownership, communication and basic customer service I have received from FNB.

Since 26 August, I have contacted FNB multiple times by telephone and Secure Chat trying to establish where my money is. I have repeatedly been told that someone will investigate and get back to me, yet nobody does.

The first consultant I dealt with on 26 August told me I would receive feedback within 24 hours. I received nothing. MTHOKOZISI IS THE NAME

Yesterday, I spent my own airtime holding on the phone while another consultant investigated the matter. I specifically asked him to call me back because the call was consuming my airtime while I waited. He agreed and told me he would call me back shortly. I am still waiting for that call.

Today I contacted FNB yet again and was informed that a note had already been placed on the system yesterday indicating that the payment had been paid and cleared on FNB's side.

Why was I not contacted and told this?

If I had not contacted FNB again myself, would anyone have bothered to update me at all?

I have not been provided with proper reference numbers or meaningful written feedback. Calls disconnect while I am speaking to consultants and nobody calls back. Secure Chat consultants cannot reconnect me with the person who was previously assisting me, meaning I have had to explain this entire situation from the beginning repeatedly over the past two days.

Even more frustratingly, consultants frequently appear not to properly read or listen to what I am asking and instead respond based on assumptions, leaving me no closer to resolving the actual problem.

I have also contacted Capitec. They have advised me that there is nothing they can trace or resolve on their side because the R7,000 has never reflected on their side. FNB, meanwhile, says the payment has cleared.

So where is my R7,000?

It is now Friday afternoon. This was an immediate payment made two days ago. The money has left my FNB account, has not arrived in my Capitec account, and I have now spent two days chasing FNB for answers.

This is not merely an inconvenience. This has left me without access to money I need for my personal expenses. We are now heading into the weekend and I currently do not have access to those funds — yet nobody at FNB appears to appreciate the urgency of the situation.

I am also an FNB Business customer, which makes the complete lack of ownership and follow-up even more disappointing.

I am not asking for another generic response telling me that someone will investigate and get back to me.

I need FNB to urgently trace this R7,000 payment, establish exactly where the funds are, provide me with a proper case/reference number and give me a clear resolution.

After two days of calls, chats, promises of callbacks and repeatedly having to start the conversation from scratch, I believe that is a very reasonable expectation.

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Replies (2)
LK
Lisa K's update03 Sept 2026, 13:55
Reviewer Update
THIS IS
the exact same copy-and-paste response, word for word, that I received on my previous complaint last week. Half the day has now passed and, once again, nobody has contacted me, provided an actual update, or explained where my money is. WOW!
LK
Lisa K's update04 Sept 2026, 13:57
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.
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.