Refusal to Payout Retirement Fund Due to Processing Delay Pushing Value Over SARS Limit

Good day, I am writing to log a formal complaint against FNB Wealth and Investments for their refusal to process my full retirement fund withdrawal. On January 8, 2026, I submitted a clear instruction to disinvest my funds. The total value of the fund at that time was approximately R14,600. I made this application specifically because this amount was below the SARS de minimis threshold of R15,000, qualifying it for a full early withdrawal. The bank informed me that processing takes 10 to 15 business days. During this prolonged internal processing period, the market value of the fund naturally increased to approximately R15,150. FNB is now using this higher value as a reason to reject my withdrawal application, citing that the fund value "exceeds the R15,000 threshold" according to SARS regulations. This is unacceptable. The delay in processing my instruction is entirely the bank's fault, not mine. I initiated the transaction when the value qualified for withdrawal. The bank's failure to process the instruction in a timely manner (FNB terms usually state instructions before 2 pm are processed on the next business day) has directly disadvantaged me and prevented me from accessing my money. I have requested that the bank apply the unit price from the date of instruction (January 8, 2026) to finalize the transaction, but they have refused. I require FNB to honour my original instruction and process the withdrawal using the fund value applicable on January 8, 2026. I expect a prompt resolution and payment of my funds.