African Bank Lost My Money and Refuses to Take Accountability

Complaint: I am more than extremely upset and deeply disappointed with African Bank’s shocking level of service and customer support. The service is absolutely unacceptable – no one takes accountability, everyone passes the responsibility to someone else, and in the end, nothing gets resolved. Meanwhile, I, the customer, am left at a complete loss.

I made an immediate payment from my African Bank mobile app to my personal Capitec account. The money was deducted from my African Bank account, but it never reached my Capitec account. In other words, the funds are missing. This is unacceptable.

I have gone above and beyond to assist African Bank with this query – providing screenshots, explanations, and even bank statements. Yet, I am still being asked for a “proof of payment,” which is impossible to generate because the African Bank platforms themselves are faulty. The proof of payment function fails on both the mobile app and online banking. I have tried multiple times without success. Despite this being a clear system fault on African Bank’s side, I am now being told the query cannot proceed without the very document their own system prevents me from accessing. How is this my problem?

I have spoken to multiple support consultants, and the last one was outright *********** and disrespectful. Instead of listening to my query, he lectured me on “how I speak” – completely unprofessional and unacceptable behavior for any customer support agent. His role was to resolve the issue, not criticize or talk over the client. At this point, I feel African Bank staff care more about dismissing clients than actually solving problems.

To make matters worse, I was told the consultant would send me the proof of payment himself – which never happened. Again, zero accountability.

This matter is URGENT. I need these missing funds refunded into my account before close of business today – no excuses. I expect a senior advisor or manager to immediately take full ownership of this query, act responsibly, and resolve it as quickly as possible.

African Bank, your lack of accountability, system failures, and disrespectful customer service are beyond unacceptable. This is my money, and I expect immediate action.