Missing Standard Bank Instant Money Transfer via PEP Store (Reference No: ***)

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding Standard Bank Instant Money transfers processed via a PEP Store, where one of the transactions has not been received and remains unresolved.

Transaction and store details are as follows:

PEP Store location: Dlamini 1, Soweto, 7310

Service used: Standard Bank Instant Money (processed via PEP Store and banking app)

Date and time: 08/12/2025 at 13:51:27

Cashier: Puleng

Reference number provided: ***

Contact number provided: *** Transactions processed:

R1,800.00 – Not received

R1,000.00 – Received (voucher issued to recipient)

The recipient only received one voucher for R1,000, while the R1,800 Instant Money transfer has not been received.

I Phumzile, as a pensioner, was initially advised to return after four (4) days. Upon my return, I was informed that the consultant who assisted her had reversed the funds and that the matter was still under investigation. No proof of reversal, written confirmation, or clear explanation was provided.

I have since been advised to return on 16/12/2025, which is a public holiday in South Africa, making it highly unlikely that I will receive any assistance. This has resulted in ongoing distress, inconvenience, and financial hardship.

Given that Standard Bank processes Instant Money transfers via PEP Stores, we request urgent clarity and accountability from both parties regarding the whereabouts of the missing funds.

I formally request:

Immediate confirmation of the status and location of the missing R1,800;

An urgent refund of the full amount should the transfer not be recoverable; and

A written explanation with clear timelines for final resolution.

Should this matter not be resolved urgently, I will escalate the complaint to PEP Head Office, Standard Bank, and the relevant consumer protection and banking ombudsman bodies.

I trust that this matter will be treated with the seriousness and urgency it warrants and look forward to your prompt response.

Kind regards, Phumzile Mavuso ***