Botse Molefe - NOT the Ombud Adjudicator you want!

I logged a complaint with the Banking Ombudsman (National Financial Ombud Scheme - NFO) against a top tier banking institution on 18 April 2024, the case was assigned to Botse Molefe, the NFO Adjudicator. Botse responded on 19 August 2024 with her recommendation letter siding with the bank, attached was also the bank's correspondences to her, submitted during the investigation. Botse's recommendation letter consisted mostly of the bank's wording, a clear copy and paste scenario. I responded to her email on 23 August 2024, with grounds for a reconsideration, in light of the body of her email stating: "Should you not agree with this recommendation, or you have information that could possibly change the outcome of the recommendation kindly supply same to us." In addition, the recommendation letter read: "However, if you have substantial and significant information to the contrary, you may submit same to our office in writing for further consideration and we will advise you if the matter can be pursued further." Botse did not reply to this mail. I then sent her another email on 11 October 2024 requesting acknowledgement and feedback to my response sent on 23 August 2024 - to date, Botse has not bothered responding.

In a different matter, I logged another Ombudsman complaint on 18 February 2025, the response sent to me from this office on 24 February 2025 read: "Your matter has been assigned to, Botse Molefe, under Ref 0009***." To this day, Botse has not come back to me whether to acknowledge the complaint or obtain information.

Botse Molefe's conduct, representing the NFO as an Adjudicator, clearly contradicts what the NFO was established for: "The primary purpose of the National Financial Ombud Scheme (NFO) is to resolve consumer complaints against financial service providers. As an independent organisation, we commit to resolve disputes impartially, speedily, confidentially and in an open, informal and approachable way." Source: https://nfosa.co.za/.

I have also referred my complaint to the Ombud Council for investigation into Botse Molefe's conduct considering the mandate conferred upon her by contract and regulations within the statutory framework of the FSRA.