Formal Complaint – Incorrect Payment Allocated & Account Locked (Urgent Assistance Required)

Dear FoneYam Support Team, I am writing to lodge a formal complaint regarding an incorrect payment that was made and the difficulties I have experienced in resolving this matter. On [24 May 2026], I made a payment of R270 via the Capitec banking app. Unfortunately, the payment was processed using an incorrect reference number. My correct FoneYam account number is 11136010034410677, however the payment was mistakenly allocated to 11369900085247535. Immediately after noticing the error, I contacted my bank (Capitec) to request assistance in reversing the transaction. However, I was informed that they are unable to recover or reverse the funds and advised me to contact FoneYam Since then, I have made several attempts to resolve this issue through your customer support channels. Unfortunately, I have experienced poor customer service, including being repeatedly transferred from one department to another without resolution, and I have not received any effective assistance. I was also informed that the matter would take 5–7 working days for feedback, however my account has since been locked, preventing me from accessing the service despite payment being made. This situation has caused significant inconvenience and frustration, as I have made every effort to resolve the matter through the correct channels.I kindly request the following urgent assistance: Investigation of the incorrect payment allocation Reversal or transfer of the R270 to my correct account Immediate unlocking of my FoneYam account A clear update on the status and resolution timeline Attached are my proof of payment and relevant banking correspondence for your reference. I would appreciate your urgent attention to this matter, as I have already made several unsuccessful attempts to resolve it.