Payshap

Dear TymeBank Customer Services Team, I am writing to file a formal complaint regarding a significant and urgent Payshap payment that has been delayed for over three days, with no resolution in sight. The details of the transaction are as follows: · Date of Transaction: Monday, [Date of Monday] at approximately 09:30 · Transaction Type: Payshap Payment · Amount: R5,000.00 · Recipient Bank: Standard Bank:Paysharp cell number was provided As of today, Thursday, the funds have not been received by the intended recipient. Every time I contact yoarp ur support team, I am given the same generic response: the matter is "under investigation" and you are "waiting on Standard Bank." The recipient contacted Standard Bank and they advised that Tymebank should know the process and log a query with their IT/Payments department for tracing of funds/outward payment not received query.Standard bank has no trace of the money and they advised that it is probably sitting on the bankserve or sundry account on Tymebank side and this should take a minimum of 48 hours to resolve and reverse back into the senders account which must be initated by Tymebank A reference number was provided by Tymebank which is CQLS161636 and standard bank cannot pick up any details with this reference number. This explanation is unacceptable for several reasons: 1. Urgency of the Payment: I made it explicitly clear that this was an urgent payment. The recipient needed these funds immediately and has been left in an extremely difficult and stressful position, waiting in vain. 2. Lack of Proactive Action: I have been informed of other cases involving customers from Standard Bank and FNB where similar issues were resolved internally by the sender's bank. In those instances, the funds were reversed and returned to the customer within 48 hours without waiting for the recipient bank's investigation. I am deeply disappointed that TymeBank is not taking similar, decisive internal action to protect its customer. 3. Breakdown in Communication: The lack of a definitive timeline or a proactive case manager has left me feeling completely in the dark. It seems as if no one at TymeBank is taking agency or ownership of this issue, which involves a substantial amount of money. The stress and anxiety this situation has caused for both myself and the recipient are immense. R5,000 is not an insignificant sum, and in the current economic climate, the loss or delay of such an amount has severe consequences. The continued delay and the repetitive, non-actionable feedback are eroding my trust in TymeBank's ability to handle critical banking functions. I expect the following urgent actions to be taken: · An immediate internal investigation and reversal of the transaction by TymeBank, as demonstrated by other financial institutions. · The immediate allocation of a dedicated case manager to provide me with direct, twice-daily updates until this matter is resolved. · The immediate crediting of the R5,000 back to my account, or confirmation that the recipient has received it. If this matter is not resolved within the next 24 hours, I will be left with no choice but to escalate my complaint to the Ombudsman for Banking Services (OBS). I look forward to your urgent and immediate response.