Unable to trace funds accepted by FNB even when ARN codes have been provided

Good day FNB Team

I hope this finds you well and will help my situation as this is something I really do not enjoy doing filling a complaint.

On the 3rd and 5th of March 2021 I made 2 withdrawls from an international E-wallet like money gram I have been using this e-wallet for years, when i withdraw these funds i used the option BACK TO NANK CARD till today these funds have not been deposited into my account.I do understand this option of withdrawl is no longer used by FNB now.

I have connected my my E-wallet were the I made the withdrawls from they were very professional, helpful and fast and provided me with ARN codes for both transactions to take to my bank to trace the transactions. The ARN (Acquirer Reference Number) - a unique transaction number in the clearing exchange between banks (processing centers). It is the international proof of the successful transfer.

I have been to FNB Menlyn Park branch 3 times no one knows what a ARN code is and very unhelpful they put me on the phone to call forex which also knew nothing I was transfered to so many departments each time no body could help or knew what ARN code is.

I went to your Brooklyn branch they also never knew what a ARN code was but were very helpful they really tried to assist me they called different departments for almost 3 hours but no luck in getting the problem sorted they did how ever file a card dispute for me which I have never heard back from till now.

I put in a complaint on your FNB website no one called me I just got a SMS and emails saying it's been transfered to the relevant department the ref number for this complaint is *** but still 6 weeks no out come just to trace a transaction.

My International e-wellet contacted me told me due to the fact that FNB has accepted these funds they can not have them reversed, there would not have been a ARN code generated if the bank did not accept these funds and the transaction was not successful so in order for my E-wallet to launch a investigation were these funds are they requested me to get a letterhead from my bank with the reason why these funds are not in my account ,with the ARN codes no the letter and also as a confirmation these funds never got in my account.

I went to your FNB Kolonnade branch today as per normal they all knew nothing I reqested a the letter they say they can not do that. I request to put me or tell were to go to speak to some one with authority that can give me the letter they have no answer. I asked once again how they can help they wanted to put me on the phone to speak to forex which I have spoken to 10 times they know nothing. They told me to go to Hello Peter and put a complaint so this is how we solve a problem advising a customer that's been with FNB for 12 years to go to Hello Peter and hope your problem will be solved that's is really sad.

It is fine if you can't trace a International transaction with a ref number as FNB but atleast give me what I need to get someone to trace the transaction that is willing to help me and may be able to give me something you can use or know that can resolve this problem.

I hope this finds you well and some sort of department is put in place for this and your staff are educated on such matters as I see complaints on the same problem as mine form 2017.

Kind Regards Simon Oosthuizen.