Urgent Complaint – Pay2Cell Payment Error and Recovery Fee

I am writing to express my dissatisfaction as a client.

On Saturday, 18 April at 18:28, I made a Pay2Cell payment of R200 to ***. Immediately after completing the transaction, I realised that I had entered an incorrect digit. I then contacted your service suite via chat at approximately 18:29, where my query was routed to a consultant named Pilani.

Firstly , there was a delay in response. Pilani eventually later rep**** that I would need to complete a form, that recovery of the funds is not guaranteed, and that a fee of R325 would be required.

As a client, I find this unacceptable. I made a simple one-digit error and reported it immediately, yet I am expected to pay R325 to attempt to recover R200. This fee structure does not make sense especially in cases where the recovery fee exceeds the amount paid. It creates the impression that the bank is unwilling to assist its customers in such situations??????

Additionally, I do not understand why Pay2Cell payments cannot be reversed in the same way that eWallet transactions can be reversed when sent in error.

I attempted to call the number used, but it does not exist. However, I was informed that the payment was successfully received by an account belonging to Cedric Thwala.

Given that I reported the issue immediately, before the recipient could reasonably have accessed the funds, I believe I should not be held liable if the money has since been used particularly considering the lack of urgency in handling my request by your consultant.

I am requesting that my R200 be refunded. I also ask for a clear explanation as to why clients are required to pay more than the original transaction amount to recover funds sent in error, as this policy is unreasonable and unfair.

Please urgently escalate this matter.