⚠️ Key Point: FNB does not guarantee that reversals will always succeed. Each case is handled differently based on the circumstances.

When You CAN Reverse:

• The payment was sent less than 24 hours ago
• The recipient has not claimed or withdrawn the money
• You have the correct transaction reference number

When You CANNOT Reverse:

• More than 24 hours have passed since sending
• The recipient has already withdrawn the money
• The eWallet has been claimed by the recipient

Step-by-Step Instructions:

1. Open the FNB App on your phone and log in with your credentials
2. Go to Payments in the main menu
3. Select eWallet from the payments options
4. Tap Transaction History to see your recent eWallet payments
5. Find and select the specific transaction you want to reverse
6. Click the Reverse button (this only appears if reversal is possible)
7. Confirm the reversal when prompted
8. Wait for SMS confirmation that the reversal was successful

💡 Pro Tip: If you do not see a “Reverse” button, it means the 24-hour window has passed or the recipient has already withdrawn the money.

Step-by-Step Instructions:

1. Dial *120*321# from your registered FNB cellphone number
2. Select option 2 (Send Money) from the menu
3. Select option 3 (eWallet Reversal)
4. View the list of recent eWallet transactions
5. Select the transaction you want to reverse by entering its number
6. Follow the prompts to confirm the reversal
7. Wait for SMS confirmation of the successful reversal

⚠️ Important: This service only works on the phone number registered with your FNB account. It will not work from a different number.

Contact Numbers:

What to Tell the Agent:

• Your full name and FNB account number
• The recipient’s cellphone number
• The exact amount you sent
• The date and time you sent the eWallet
• Transaction reference number (if you have it)

💡 Remember: You pay the fee even if the reversal is not successful. FNB charges this fee for attempting the reversal, not for completing it.

Fake Reversal Fee Scams

How it works: Someone calls pretending to be from FNB. They say you need to pay a large fee to reverse a transaction.

The truth: The real FNB reversal fee is only R50 (when using call centre). Nobody will ever ask you to pay hundreds or thousands of Rand for a reversal.

Action: Hang up immediately and call FNB on 087 575 9444 to report the scam.

Overpayment Reversal Scams

How it works: Someone “accidentally” sends you too much money via eWallet. They then ask you to reverse part of it or send money back to another number.

The truth: The original payment is fraudulent. When the bank discovers this, they will reverse it and you will lose both the original amount and the money you “returned”.

Action: Never send money back without first verifying with FNB that the original payment is legitimate and cleared.

Fake OTP Requests

How it works: Someone calls saying they are from FNB and need your One-Time PIN (OTP) to help reverse a transaction.

The truth: FNB will NEVER ask you for your OTP over the phone. This is a common phishing scam to steal your banking details.

Action: Never share your OTP with anyone. End the call immediately and report it to 087 575 9444.

How to Identify Real FNB Communications:

• FNB will never ask for your PIN, password, or OTP
• FNB will never ask you to download software to “help” with reversals
• FNB will never send you links via SMS or email to “reverse” transactions
• All legitimate FNB numbers start with 087 or +27 11

Before You Send Money:

1. Double-check the cellphone number before pressing send
2. Verify the amount is correct
3. Save recipient numbers in your phone contacts to avoid typing errors
4. Ask the recipient to confirm their number via WhatsApp or call
5. Start with small amounts when sending to someone new
6. Use FNB’s account verification feature when possible

After Sending Money:

• Check your transaction history immediately
• Contact the recipient to confirm they received it
• Keep all SMS confirmations and reference numbers
• Act quickly if you notice any mistake

💡 Pro Tip: Enable transaction notifications on the FNB app. You will get instant alerts for every payment, helping you catch mistakes immediately.

Option 1: Contact the Recipient Directly

Call or send an SMS to the number where you sent the money. Politely explain the mistake and ask them to return the money.

What to say: “Hello, I accidentally sent you R[amount] via FNB eWallet on [date]. This was a mistake. Please can you return the money to my number [your number]?”

Many people will understand and help you. Be patient and polite.

Option 2: Request Recipient Details from FNB

FNB can help you get contact details for the recipient so you can reach them. This service costs R313.

Call 087 575 9404 and request this service. FNB will try to get the recipient’s contact information, but they cannot force the recipient to return your money.

Option 3: Legal Action (Large Amounts Only)

If the amount is significant and the recipient refuses to return it, you can consider legal action.

• Small Claims Court (for amounts up to R20,000)
• Open a case of theft at your local police station
• Consult with a lawyer for larger amounts

Note: Legal action can be expensive and time-consuming. Only consider this for significant amounts.

Immediate Actions:

1. Call FNB Fraud Line immediately: 087 575 9444 (available 24/7)
2. From outside SA: +27 11 369 2924
3. Explain that you were scammed and give all details
4. Write down the reference number they give you
5. Complete and submit the FNB Fraud Claim Form within 3 days
6. Open a case at your local police station
7. Report the scam to SABRIC (South African Banking Risk Information Centre)

⚠️ Time is Critical: The faster you report fraud, the better chance FNB has of recovering your money. Do not wait even one hour.

💡 Secure Chat: You can also use Secure Chat on the FNB App to speak directly to bankers 24/7. This is a safe and convenient way to get help.

Can I reverse an eWallet if I just made a mistake with the amount?

Yes, as long as it is within 24 hours and the recipient has not claimed the money. Use the FNB app or USSD code to reverse it.

What if the recipient already withdrew part of the money?

You cannot reverse any eWallet once the recipient has claimed or withdrawn it. You will need to contact them directly to ask for the money back.

Do I get a refund of the eWallet sending fee?

No, the original eWallet sending fee is usually not refunded even if the reversal is successful. Check with FNB for current policies.

Why can I not see a reverse button on my FNB app?

This means either more than 24 hours have passed, the recipient claimed the money, or there is a technical issue. Try updating your app or contact FNB customer service.

Can I reverse an eWallet sent to someone outside South Africa?

The same 24-hour rules apply. However, international eWallet policies may vary. Contact FNB customer service for specific guidance on international reversals.

How do I know if my reversal was successful?

You will receive an SMS confirmation from FNB. The money will also appear back in your account. Check your transaction history on the app to confirm.

What happens if I send money to a number that does not exist?

If the number is not registered for eWallet service, FNB will automatically return the money to your account after 15 business days. You do not need to request a reversal.