Unsatisfactory Service

Good day,

I made a payment through my App to the incorrect account number. I then requested the form for reversal which takes up to 10 working days to reverse the money. I filled in the form and adhered to their policies and procedures. Waited for the 10 working days for a response and did not get any response. I then called to query how far the case is and the consultant indicated that they will follow up and get back to me. They got to me the day after indicating that the reversal was unsuccessful due to them not being able to contact the recipient of the money. I then went to the Boulders brand and got assisted by a manager there where I explained my story. After some back and forth she contacted the person who was handling my case and she indicated that she could not get hold of the person therefore she's closing the case. I can open another one which will take the same time to follow up (10 business days). She indicated that the person only has a "savings pocket", the person does not have a transactional account and is not using the savings pocket. The money is still in the account but she can't reverse it. I then made several calls to FNB consultants, sent proof of payment indicating that I sent the money. They can trace it from my account to that account. The person on the other hand does not even use the account, might have changed to a different bank and changed their number.

I am an FNB user and have been for many years, more than 10 years. I have submitted proof that I sent the money and it wan an incorrect account number. They can contact me at any time as I have accounts with them that are very active but they refuse to reverse my money because of an account which is dormant and the owner might have even forgot he has the account.