Questioning TYMEBANK's commitment to Customer Services

On 16 January 2026 my wife had to to admitted to UNITAS hospital in Centurion. When we were at admission I was made aware of the fact that there is a co-payment that has to be paid for an amount of R 2 020.00. I was aware of it and proceeded as such.

The lady at admission held the card machine and I tapped with my Tymebank card. Thereafter a pin was requested, as per usual, and I entered my pin. (Time was 08:58). Directly thereafter the lady complained and told me their machine went into "reset" mode.

Due to the fact that the card machine stayed in "reset" mode, she asked me if she could do the transaction again, using a different card machine. Due to the fact that I did not receive an sms to indicate if the transaction was successful or not, I agreed to redo the transaction.

At 09:02 the transaction went through successfully.

When I went onto the hospitals' WI-FI, I immediately went onto my Tymebank mobile app to see if the first transaction went through or not. I noted that the same transaction went through twice and I immediately reported it to Tymebank and requested that the first transaction be reversed because of the duplicate payment.

The consultant noted everything as explained to him and he told me it will take 10 days, or working days, to have the transaction reversed by 26 January 2026.

Shortly thereafter I received the case number from Tymebank per sms (Case nr CD-229289) and it was requested that I e-mail proof of the transactions to ***. This was done and sent to them at 09:57 the same day, Friday 16th January 2026.

Today, Monday 19th January 2026, I received an sms from Tymebank stating the following: "Your dispute for R 2020.00 on card is pending-VISA investigation. We will provide an update by 17th February 2026. Case ID: CD-229289".

I phoned Tymebank and queried how can it take so long when the consultant to whom I've reported it on Friday told me that it will be reversed by 26 January 2026.

I could clearly hear that the consultant at Tymebank is just following her normal process and although she indicated to me that she is sorry, I felt that I'm not really listened to and they feel absolutely nothing for my circumstances, although explained thoroughly.

What was supposed to be a "reversal of funds" as it was reported immediately now became a big issue to my inconvenience. Only the fact that I, the owner of the account, put in the correct PIN twice, and the transactions were excuted within minutes, should have suffice for the reversal of funds.

Totally unacceptable.