Ref: ***4 - Funds Deducted but Transaction Still Pending – No Resolution

On 27 February at approximately 08:00, I created an order on the Sasai App to send money to Zimbabwe. I chose to pay via EFT to speed up the transaction. The money was successfully deducted from my FNB bank account.

However:

I did not receive any confirmation notification from Sasai.

The recipient in Zimbabwe did not receive any confirmation to collect the funds.

The transaction status on the Sasai App still shows “Pending” up to this moment.

At 09:00 on the same day, I contacted Sasai customer support and provided the reference number: ***4. I was informed that my query was being attended to.

Today is Saturday, and after following up again, I was told that my query has been “escalated.” There has been no resolution, no clear feedback, and no timeframe provided.

This is extremely frustrating, especially when sending money internationally where urgency is usually involved. A financial service provider should have efficient systems and proper communication in place.

This experience has severely damaged my trust in Sasai. I would caution anyone intending to use their services to think carefully.

I expect urgent resolution and clear communication regarding the status of my funds.

Mluleki Moyo