Quick Facts

• Payment reversals must be requested within 30 days
• Fees apply per reversal attempt (charges vary by account type)
• Recipient authorisation required for successful reversals
• Real-time payments cannot be reversed through normal process

1. Understanding Payment Reversals on FNB

A payment reversal is when you ask FNB to cancel a transaction and return the money to your account. This happens when you send money by mistake or to the wrong person. As of 2025, FNB allows reversals for certain types of transactions, but there are strict rules and deadlines.

Types of Reversible Payments

• EFT Payments: Electronic transfers between bank accounts
• eWallet Transactions: Money sent to mobile phone numbers
• Debit Order Disputes: Unauthorised debit orders (within 40 days)

What Cannot Be Reversed

• Real-time payments (instant transfers)
• Payments to public recipients (SARS, Telkom, etc.)
• Scheduled/recurring payments
• Payments over R5 million (processed via SWIFT)
• Pay & Clear Now transactions

✅ 2. How to Reverse Payments on FNB App

Step-by-Step Process for eWallet Reversals

1. Open the FNB Banking App on your phone
2. Log in using your username and password
3. Go to “Payments” and select “eWallet”
4. Tap on “Transaction History”
5. Find the transaction you want to reverse
6. Select the specific transaction
7. Click “Reverse” and follow the prompts
8. Confirm the reversal request
9. Keep the reference number for your records

3. EFT Payment Reversals

For Electronic Fund Transfer (EFT) reversals, you cannot do this directly through the app. You need to complete an official Payment Reversal Request Form and submit it to FNB.

EFT Reversal Process

1. Download the Payment Reversal Request Form from FNB’s website
2. Complete all required sections accurately
3. Attach proof of the original payment
4. Submit the form via email or at a branch
5. Pay the reversal fee (charged regardless of outcome)
6. Wait for feedback within 10 working days

Important: EFT reversals require the recipient’s authorisation. If they refuse, your reversal will be unsuccessful, but you’ll still pay the fee.

✅ 4. eWallet Reversals

eWallet reversals have a higher success rate because they can often be done before the recipient collects the money. Here’s what you need to know:

When eWallet Reversals Work

• The recipient hasn’t collected the money yet
• You act within a reasonable timeframe (ideally within hours)
• You have all the transaction details
• The eWallet is still active and unclaimed

Alternative Methods for eWallet Reversals

• Call FNB eWallet support: 087 575 9405
• Visit your nearest FNB branch with ID and proof of payment
• Use FNB Online Banking if you have access
• Contact the recipient directly if you know them

⚠️ 5. Costs and Timeline for Payment Reversals

6. Requirements and Documentation

What You Need for EFT Reversals

• Completed Payment Reversal Request Form
• Proof of the original payment (bank statement/receipt)
• Your account details and ID number
• Recipient’s account details
• Valid reason for the reversal (error, fraud, etc.)
• Transaction reference number

Conditions That Must Be Met

• Request made within 30 calendar days of payment
• Sufficient funds in recipient’s account
• Recipient’s authorisation (for EFT payments)
• Payment was not to a public recipient
• Not a scheduled or recurring payment

🚨 7. Scam Protection and Fraud Prevention

Scammers often use payment reversals as part of their tricks. Be aware of these common scams related to payment reversals:

Common Reversal-Related Scams

• Fake Reversal Fees: Scammers ask for money to “process” reversals
• Overpayment Scam: Someone sends you too much money, then asks you to “reverse” part of it
• False Payment Confirmations: Fake proof of payment to trick you into sending goods
• OTP Phishing: Claiming they need your OTP to reverse a transaction

Red Flags to Watch For

• Anyone asking for your banking PIN or password
• Requests for One-Time PINs (OTPs) to “help with reversals”
• Pressure to act immediately on reversal requests
• Offers to help reverse payments for a fee
• Communications not from official FNB channels

✅ 8. Alternatives and Contact Information

If Reversals Don’t Work

• Contact the recipient directly to request a refund
• Report fraudulent transactions to FNB Fraud Department: 087 575 9444
• File a dispute with the Banking Ombudsman: 0860 800 900
• Report scams to SABRIC (South African Banking Risk Information Centre)
• Consider legal action for large amounts

FNB Contact Details (2025)

Prevention Tips

• Always verify recipient details before sending money
• Use FNB’s Account Owner Verification service
• Double-check amounts and reference details
• Save beneficiary details correctly to avoid future errors
• Keep proof of all payments for your records

Payment reversals on FNB are possible but come with strict conditions and fees. Your best protection is prevention – always verify recipient details before sending money. For eWallet reversals, act immediately through the FNB app. For EFT reversals, complete the official form and be prepared to pay fees regardless of the outcome. If you’re a victim of fraud, contact FNB’s fraud department immediately on 087 575 9444. Remember, legitimate bank officials will never ask for your PIN, password, or OTP to process reversals.

Most importantly: When in doubt, contact FNB directly through official channels rather than relying on third parties to help with reversals.