27 November, 2 ********** transactions, card stopped within 30 minutes same day and transactions were not reversed by Capitec and still no feedback from Capitec

Being a client of Capitec for a few years. I reported a ***** incident on the 27 November 2019, reference nr: ***4 on the same day, within 2 days. Two different amounts R1035.16 and R1192.40 were taken a few minutes apart. When phoning the call centre to stop my card and report the ********** transactions I was told that they would escalate the matter to their ***** division to investigate and contact me to let me know when it will be reversed. By the 2nd of December after no response from the ***** division I sent an email to Client Care Centre (Business Support Centre), *** to request feedback,

I received an automated email response with another reference nr: ***4.

I made a call in December 2019 to the ***nr to be told that they would call their ***** department to find out if anyone had worked on the matter reported, the message was that they are still investigating with reference nr: ***5. 06 January 2020 I called to follow up again on reference nr: ***5, the message was that they are still investigating with reference nr: ***4 and they will give me a call back when the investigation has been concluded.

08 January 2020 I called to follow up on reference nr: ***4 for the call back and the consultant rep**** that she just spoken to her Teamleader and confirmed that she escalated the case with an email the previous escalation and promised that the Manager of the ***** department will give me a call back the same day 08 January 2020, with reference nr: ***6, as the matter was escalated in December 2019 and 06 January already as well. No call was received 08 Jan 2020.

09 January 2020, I called to follow up on reference nr: ***6 and Sanele rep**** that he looked into the history of the reference nr and can’t confirm if the email that was sent for escalation was received, I insisted on a call back from the quoted Manager from reference nr: ***6 as they do not keep their promises. The case was referred to Thulisile Mgezama, which Sanele confirmed is at work today.

Up until today, the ***** took place on the 27 November 2019, case reported within the 2days timeframe, and no development on the case can be reported, no reversal or refund confirmed.

No one at Capitec wants to come back to me for this, I am paying money I haven’t used, you will lose another client for inefficiency. Capitec is one of the largest banks, how to you operate like this.