1. What is FNB eWallet? 2. When Can You Reverse? 3. Reverse Using FNB App 4. Reverse Using USSD Code

5. Call Centre Method 6. Costs and Timeframes 7. eWallet Scams to Avoid 8. Prevention Tips

What Recipients Can Do with eWallet:

• Withdraw cash at any FNB ATM
• Withdraw cash at Shoprite, Pick n Pay, Spar
• Buy prepaid airtime
• Buy electricity
• Transfer money to their FNB account
• Pay at selected SPAR retailers

Common Reasons to Reverse:

• You sent money to the wrong cellphone number
• You typed the amount incorrectly
• You sent more than you intended
• The recipient asked you to cancel
• You suspect fraud or a scam

💡 Pro Tip: Act immediately when you notice an error. The faster you reverse, the better your chances of success.

Step-by-Step Guide:

Step 1: Open the FNB App

Find the FNB app on your phone. Log in using your password or fingerprint. Make sure you are on a secure internet connection.

Step 2: Go to Accounts

Tap on the “Accounts” tab at the bottom of your screen. You will see all your FNB accounts.

Step 3: Select eWallet

Look for the “eWallet” option. Tap on it. This shows your eWallet balance and history.

Step 4: View Transaction History

Tap on “Transaction History”. You will see all recent eWallet sends. Find the transaction you want to reverse.

Step 5: Tap the Transaction

Tap on the wrong transaction. You will see details. This includes the recipient’s number and amount.

Step 6: Select Reverse

If the money is not withdrawn, you will see a “Reverse” or “Cancel” button. Tap it. Confirm the reversal when asked.

Step 7: Wait for Confirmation

The reversal happens within a few minutes. You will receive an SMS confirmation. The money returns to your account in 4-15 business days.

Good to Know: The reversal is instant if the money is still unclaimed. You will see the status change immediately on the app.

Step-by-Step Guide:

Step 1: Dial the USSD Code

On your cellphone, dial *120*321#. Press the call button. This is FNB’s Cellphone Banking service.

Step 2: Select Send Money

From the menu, select option 4 “Send Money”. Press the number 4 on your phone.

Step 3: Choose eWallet Reversal

Select option 3 “eWallet Reversal”. This shows your recent eWallet transactions.

Step 4: Find Your Transaction

You will see a list of recent sends. Select the transaction you want to reverse. Check the amount and number carefully.

Step 5: Confirm the Reversal

Follow the on-screen prompts. Confirm that you want to reverse. You may need to enter your Cellphone Banking PIN.

Step 6: Wait for SMS Confirmation

You will receive an SMS confirming the reversal. The money will return to your account within 4-15 business days.

Note: A small USSD charge may apply (usually R0.50 to R1.00 per session). This is separate from the reversal fee.

📞 Contact Numbers:

FNB eWallet Call Centre: 087 575 9405

Alternative: 087 575 9444 (FNB Fraud Line)

Operating Hours: Monday to Sunday, 8am to 8pm

What You Need Ready:

• Your FNB account number
• Your ID number
• Your cellphone number (registered with FNB)
• The recipient’s cellphone number
• The amount you sent
• The date and time of the transaction
• Reason for the reversal

💡 Pro Tip: Call during off-peak hours (mid-morning or early afternoon) for shorter waiting times.

Is the R50 Fee Worth It?

Only reverse if you sent more than R50. Otherwise, you lose more money on the fee.

Example: If you sent R30 by mistake, the R50 fee means you lose R80 total. Better to wait 30 days for automatic return with no fee.

⚠️ Important: FNB does not guarantee reversals. They will try their best, but success depends on whether the money is still unclaimed.

Option 1: Contact the Recipient

Call or message the person who received the money. Politely explain the mistake. Ask them to return the money. Many people will help if you are honest.

Option 2: Report Fraud (If Scammed)

If you suspect fraud or theft, contact:

• FNB Fraud Line: 087 575 9444
• SAPS (South African Police Service)
• SABRIC (South African Banking Risk Information Centre)

Option 3: Legal Action (Large Amounts)

For significant amounts, consider small claims court. You need proof of the transaction and attempts to recover the money. Consult a lawyer for advice.

Scam 1: Fake Reversal OTP Requests

How It Works:

Someone calls claiming to be from FNB. They say there is a problem with your eWallet. They ask you to share your OTP (One-Time PIN) to reverse a pending transaction.

The Truth:

FNB will NEVER ask for your OTP over the phone. They are trying to access your account and steal your money.

What to Do:

• Never share your OTP with anyone
• End the call immediately
• Call FNB directly on 087 575 9444
• Report the scam

Scam 2: Fake eWallet SMS Messages

How It Works:

You receive an SMS saying you received eWallet money. The message has a link. When you click, it asks for your banking details or PIN.

The Truth:

Real FNB eWallet SMS messages never have links. They only have instructions and a withdrawal PIN.

What to Do:

• Do not click on any links in the SMS
• Delete the message
• Check your FNB app for real transactions
• Forward scam SMS to 32211 (FNB spam reporting)

Scam 3: Remote Access Software Trick

How It Works:

A scammer calls saying your account is compromised. They offer to install “security software” on your phone or computer. This software gives them full control of your device.

The Truth:

FNB will never ask you to download software over the phone. The scammer uses this to access your banking app and steal money.

What to Do:

• Never download software at someone’s request
• Do not grant remote access to your phone
• End the call and contact FNB directly
• Report to FNB Fraud Line: 087 575 9444

Scam 4: Overpayment Refund Scam

How It Works:

Someone sends you eWallet money. They claim it was a mistake or overpayment. They ask you to send back the “extra” amount. Later, the original transaction is reversed, and you lose your money.

The Truth:

Scammers use stolen accounts or fraudulent payments. When the real owner reports it, the payment is reversed. You have already sent money and cannot get it back.

What to Do:

• Do not withdraw unexpected eWallet money immediately
• Wait at least 5 business days before using it
• Contact FNB to verify the payment is legitimate
• Never send money back without verification

Golden Rules to Avoid Scams:

• FNB never asks for OTPs, PINs, or passwords
• Never click links in SMS messages
• Never download software at someone’s request
• Always verify with FNB directly: 087 575 9404
• Do not withdraw unexpected money immediately

Smart Sending Habit:

After sending eWallet, ask the recipient to confirm they received the SMS. This gives you peace of mind. If they did not receive it, you can reverse immediately.

Recommended for 2025:

If both sender and receiver have bank accounts, use PayShap. It is free, instant, and easier to reverse if needed. eWallet is best when the receiver has no bank account.

What FNB Must Do:

• Provide clear information about fees and processes
• Keep your money safe in their systems
• Investigate fraud reports properly
• Process reversals in a reasonable time (4-15 days)
• Protect your personal information (POPI Act)

What FNB Is NOT Responsible For:

• Money sent to the wrong number by your mistake
• Money withdrawn by the recipient
• Your decision to share OTPs or PINs
• Losses from clicking scam links
• Guaranteeing successful reversals

From FNB Terms and Conditions:

“You will not hold FNB responsible for any loss or damage suffered due to funds being sent to the incorrect cellphone number.”

Where to Complain:

If FNB does not help you properly, you can escalate:

• Banking Ombudsman: 0860 800 900 or www.obssa.co.za
• National Consumer Commission: 0860 003 600
• Financial Sector Conduct Authority (FSCA): 0800 110 443

Q: Can I reverse eWallet after 30 days?

A: No. After 30 days, unclaimed money automatically returns to your account. You cannot reverse after the recipient withdraws it.

Q: How do I know if my reversal worked?

A: You will receive an SMS confirmation. Check your FNB app transaction history. The status will show “Reversed”. Money appears in your account within 4-15 days.

Q: Is the R50 reversal fee refundable?

A: No. FNB charges R50 regardless of whether the reversal succeeds. This covers processing costs.

Q: Can I reverse eWallet on the FNB website?

A: Some sources say yes, but the FNB app is more reliable. Online banking reversal features may vary. The app and USSD code are the most reliable methods in 2025.

Q: What if I sent eWallet from a credit card?

A: The same reversal process applies. Money returns to your credit card, not your bank account. The reversal timeframe is the same (4-15 days).

Q: Can the recipient block my reversal?

A: No. If the money is unclaimed, FNB processes the reversal automatically. The recipient has no control over this. However, if they already withdrew, reversal is impossible.

Q: Does FNB notify the recipient about the reversal?

A: Yes. The recipient receives an SMS saying the eWallet was cancelled. This prevents confusion and misunderstandings.