Missing EFT Payment - 45 days later and still the funds are not available

Today is the 15th July 2019 and I have not received a formal emailed update on original Service Request number is ***. The estimated resolution date was 2019/06/13.

Subsequently, these are the steps and measures I have taken: 1. I was led to believe by the Standard Bank business bankers at Constantia, Cape Town branch that the funds should be reversed back into the account of my client (the person who made the payment from FNB to my Standard Bank business account) 2. I then hounded him to check his account for the return of the funds 3. 27 June 2019 He passed me onto his business banker at FNB who couldn’t find trace of the funds being reversed. 4. I was awarded as part of the Top 30 Entrepreneurs of a competition where FNB Business was one of the Sponsors. So 28 June I asked the FNB Business Banker to please escalate within FNB ranks to trace of the funds. 5. 28 June 2019 late afternoon FNB traced the missing eft funds to a Standard Bank suspense account for missing EFT payments made form FNB bank accounts. 6. The FNB Business Banker emailed him the standard email request he would need to follow and documents he would need to forward to Grace Mjoli (at Standard Bank) to have the funds released. [Sidenote: Unfortunately the instructions were only to have the funds reversed back to his bank account and not to authorize the original payment and release the funds straight back into my account.] 7. 5 July I sent an email to Monique Carolissen, who had left employ of Standard Bank by that time and Ncekelela (Carl) Manyela who says he was on leave at that time. I wanted to them to provide feedback why your team could not track the funds where lying in this Standard Bank Account where missing eft funds are allocated to. I still to date have not received email why they could not track this internally. 8. 8 July I went into the bank and saw Carl. My client had confirmed that he had sent the required documents but still not received the refund. He never got a resolution date and I went into the bank to get an expected date. Carl again could not find the funds. I had to get my client’s business banker to confirm the email address of the person at Standard Bank that the document had to be sent to so that Carl could trace the funds. He then spoke to Grace Mjoli who confirmed again that the documents they required from the client. She confirmed she had not received the email from the client. Carl spoke to the Constantia Branch Manager who confirmed I should get a signed authorisation from my client on his letterhead to release the funds directly into my bank ***. I asked Carl once the leter had been received and sent by him to Grace – how long and he said a few hours from that point since it was coming from a Standard Bank Account. 9. 10 July my client emailed the requested authorization to me which I sent to Carl together with his proof of bank account and original proof of payment into my account dated 31 May 2019. I went back into the branch to confirm that Carl received it and requested again a time for payment to reflect in the account. Unfortunately the answer now changed and it was told to me Friday 12 July. I then asked what time Friday and he told me just to wait and there is nothing further he can do. The Branch Manager was out on the road. 10. 11 July I went in and saw the only manager in the bank: Charlene Daniels. Originally Charlene tried to assist and contacted the department who were to release the funds and was given the same feedback. The funds would reflect in my bank account but a time was not given. The payment had apparently been processed and needed approval by a line manager or something to that effect. I was guaranteed that the payment would reflect and Charlene would phone me at 10am 12 July 2019 with an update. 11. 10h11 Charlene phoned but I was already in a meeting at that time. No message was left. 12. 13h53 Charlene phoned again but again no message was left. 13. I arrived at the bank shortly thereafter and when I saw her she could not give me a time for the funds to reflect. I then requested Standard Bank as a branch makes a temporary overdraft in lieu of the funds which would reflect within a few hours. She then referred me back to: Ncekelela (Carl) Manyela. 14h55 I needed to leave to collect my daughter from school and then returned before the bank closed at 15h30. Carl was at his desk and I waited in reception area of business banking area upstairs. The bank was now closed but my 7-yr old daughter urgently needed to go to the toilet and I got Charlene’s attention as headed out who confirmed she would let us back in on return from the bathroom. This did not happen. We were left out in the cold. Carl came out and told me he had sent and email and had not received feedback and he could not let us back in. The funds had still not reflected. I did not leave the bank. Charlene then instructed her staff to call the police. 17h10 the police arrived. Carl showed me an email stating that the release of the funds needed to be processed and there was a request for @Valentia to process. I was not arrested but the experience was traumatizing to say the least. The continues lies of your staff is unforgiveable and I demand feedback.

I would like to verify: What time today, 15 July 2019, the funds will clear back into my account? Why Service Request number is *** could not confirm either to me or my Standard Bank Business banker that the funds have been lying in a Standard Bank suspense account? Why I have had no one confirm the outcome of the Request no ***? What is the outcome of Request no is ***?