Lonwabo Mtyeku | Photo Credit:Supplied
Johannesburg – 19 January 2026 — First National Bank (FNB) has successfully processed more than R1 billion in Ithala customer payouts in less than a month, marking a major milestone in the ongoing effort to restore access to funds for affected customers.
Since the payout process officially commenced on 8 December 2025, close to 37,000 Ithala customers have already received their funds — representing nearly 50% of the total value earmarked for disbursement.
The achievement underscores the scale and efficiency of the operation, which has been carefully structured to ensure security, fairness and dignity for all customers involved.
A Major Milestone in Restoring Access to Funds
FNB Chief Executive Officer Harry Kellan said the rapid progress reflects the bank’s commitment to delivering a smooth and responsible payout process.
“Reaching the R1 billion mark in under a month is a significant achievement and speaks to the dedication of our teams who have worked tirelessly to make this process efficient and secure,” said Kellan.
“While the payouts are still ongoing, our priority remains ensuring that every eligible customer is assisted in an orderly, transparent and dignified manner.”
Phased Approach Ensures Fairness and Efficiency
To manage demand and avoid overcrowding at branches, payouts are being processed in phases, with customers notified directly via SMS when it is their turn to visit a branch.
Each message includes a specific date for the customer’s visit, allowing FNB to manage queues effectively and ensure that customers receive adequate service on arrival.
Customers have been strongly urged to wait for their official SMS notification before visiting a branch, as arriving early may result in longer waiting times and disrupt the process for others.
“We understand the urgency many customers feel in accessing their funds,” Kellan added.
“However, allowing the SMS-based system to run its course ensures fairness and helps us maintain a smooth and dignified process for everyone.”
Branch Operating Hours Normalised
FNB has also confirmed that from January 2026, branches have returned to standard operating hours:
- Weekdays: 09:00 – 15:30
- Saturdays: 08:30 – 11:00
Branches will no longer open earlier than these times.
Customers requiring assistance or information about their nearest branch are encouraged to contact FNB Advisors on 087 575 3279.
Commitment to Customer Support
The Ithala payout process represents one of the largest coordinated disbursements handled by the bank in recent years. FNB has reiterated its commitment to transparency, efficiency and customer care as the remaining payouts continue in the weeks ahead.
With more than half of the total funds already disbursed, the bank remains confident that all eligible customers will receive their payments in an orderly and timely manner.
