FORMAL COMPLAINT: STASH BY LIBERTY – CASH-OUT NOT RECEIVED DESPITE PROOF OF PAYMENT

FORMAL COMPLAINT: STASH BY LIBERTY – CASH-OUT NOT RECEIVED DESPITE PROOF OF PAYMENT

I am extremely disappointed with the manner in which Stash by Liberty has handled my cash-out.

I made a withdrawal from my Stash account, and Stash subsequently confirmed that the payment had been processed. I was even provided with proof of payment via email, which indicates that the funds were supposedly paid to my Standard Bank account.

However, the funds have not reflected in my Standard Bank account.

I have also contacted Standard Bank, and I have been advised that there is no record of the payment being received on their side.

This leaves me with a very serious and straightforward question:

If Stash says the money has been paid and provides proof of payment, while Standard Bank says there is no record of the payment, where exactly are my funds?

I find it unacceptable to simply be told to wait another 48 hours or 1–3 working days without Stash providing a clear and verifiable explanation of what has actually happened to my money.

I have already been given proof of payment. Therefore, I expect Stash by Liberty to provide more than a generic waiting-period response. I require them to trace the payment, provide the relevant payment/transaction reference, confirm the exact date and time the payment was released, and establish whether the payment was actually received by Standard Bank.

This is not merely a matter of inconvenience. These are my funds, and I should not have to go back and forth between Stash and my bank trying to determine where my money is while each side gives me a different account of the situation.

I am therefore publicly requesting that Liberty and Stash by Liberty urgently investigate this matter and provide a definitive answer regarding the whereabouts and status of my funds.

I expect accountability, transparency and an actual resolution — not another generic instruction to “please wait.”

Please investigate and resolve this matter urgently.

Email Address: *** ID Number: *** Amount: R3000.51 Transaction Date: 2026-09-08 =2 009 04:07:28 Settlement Date: 2026-09-09 10:00:00 Card Number: ***4……..75 Bank Name: Standard Bank

The contact Number that I am currently available now is *** for correspondence purposes.