WITHDRAWAL AMOUNT AT ABSA ATM NOT DISPENSED - CAPITEC COMPLAINT REFERENCE NUMBER: 317 120 25

<p>The above subject refers.</p> <p> </p> <p>On 17 March 2017, I went to Total Richards Drive in Midrand.</p> <p> </p> <p>I made a cash withdrawal in the amount of R 300.00 at CashExpress ATM powered by ABSA (“ATM”) at 1:11:24PM a copy of the receipt reflecting the transaction is enclosed hereto marked as annexure A.</p> <p> </p> <p>I waited for the ATM to dispense the abovementioned amount but the machine reflected an error and the requested amount was not dispensed despite the fact that I had sufficient funds in my Capitec Savings Account (“the Savings Account”).</p> <p> </p> <p>However, I quickly logged onto my Capitec Mobile Banking Application (“Capitec App”) and I confirmed that R 300.00 had been withdrawn from my Capitec Savings Account despite the fact that the amount was not dispensed and bearing in my mind I had sufficient funds in my Savings Account to complete the aforesaid transaction.</p> <p> </p> <p>I waited for a few minutes due to the fact the ATM was offline, I ensured that nobody attempted to use the machine and also wanted to prevent any ******** or ********** activities from occurring as I have heard many stories where people have had their money ****** via ATM *****.</p> <p> </p> <p>Whilst I was waiting for the ATM to come to its senses, to my surprise the ATM came back online and I transferred funds from my Capitec Flexible Savings Account (“the Flexible Savings Account”) to my Savings Account via my Capitec App.</p> <p> </p> <p>In a last and hopeful attempt at 1:18:25PM, I re-inserted my bank card and attempted to withdraw R 400.00 from the ATM and surprisingly the ATM dispensed the R 400.00 a copy of the receipt attached hereto marked as annexure “B”.</p> <p> </p> <p>I was relieved due to the fact that the second transaction was successful. However, I was confused and failed to comprehend why the amount I had requested in the first transaction was not dispensed.</p> <p> </p> <p>I went to the teller at the Total Garage and discussed the above occurrence. I was advised by the teller that the transaction should be reversed and the funds returned into my Savings Account.</p> <p> </p> <p>I accepted the tellers advises and given the fact that I have had a previous experience of the same nature with Standard Bank, Nedbank and FNB Atm’s whereby the funds were reversed in a matter of minutes and with my concerns having being slightly allayed I proceeded to make my way home.</p> <p> </p> <p>On arriving at home, I kept on checking my Savings Account balance to establish if the R 300.00 has been reversed back into my account and after numerous checks and confirming that the funds had not been returned to my Savings Account, I quickly rushed to the ABSA Branch at Boulders Mall.</p> <p> </p> <p>I arrived at ABSA approximately 15:24 PM, I had noted that they close at 15:30 PM and that’s the only reason why I rushed to Boulders Mall because I knew I would make it in time to receive assistance. Well I hoped I would receive assistance but it seemed as I had very HIGH hopes and expectations.</p> <p> </p> <p>I entered ABSA, proceeded to the reception. I spoke to the receptionist during at which point a gentlemen interjected, I explained the above circumstances and he abruptly informed me that I must go to my bank (Capitec) and sort it out with my bank.</p> <p> </p> <p>I was shocked at the gentlemen’s response and even more irritated now. I told him that the ATM is apparently powered by ABSA and I that is why I have come to an ABSA Branch.</p> <p> </p> <p>At was at this point in time that I attempted to show this ill-mannered man as he had just lost his status as a gentlemen the receipts from the ATM which are hereto enclosed marked as annexures “A” and “B”.</p> <p> </p> <p>The man had the audacity to tell me that “Why don’t I use our own ATM”. I responded by telling him that “I use any ATM because I pay the charges associated with whichever banks ATM I use. Secondly, I am of the view that that since it’s an ABSA powered ATM, I am well within my rights to approach ABSA and request an explanation and receive assistance of some sort from ABSA”.</p> <p> </p> <p>I am appalled and disgusted by the manner I was treated by an ABSA employee and the lack of assistance I received from ABSA, I also would like to re-iterate that despite the minor amount or seemingly minor amount it had its purpose which was not minor.</p> <p> </p> <p>I have approached my bank and have been advised that it may take up to 30 days to liaise with ABSA and rectify the issue.</p> <p> </p> <p>However, after my experience with a rude ABSA employee and non-customer service I have experienced with ABSA, I am very doubtful that this will be the case.</p> <p> </p> <p>I will not let an incident like this one go without a complaint and I will ensure that I escalate the matter to the appropriate forums and departments because we tend to let such major institutions get away with such behaviour.</p>