4 weeks later and STILL no refund!

On 14 August 2020 at 16:38 I reported the following incident: I used your SEND MONEY feature from the App on my phone to a CAPITEC ATM, my domestic worker went to withdraw money from a Capitec ATM with voucher number C*** at 16:08 and the ATM did not dispense the money but the ATM printed a receipt, which I have in my possession, saying Insufficent Cash ATM.

I was told that the investigation would take 5 days, which I patiently waited for.

7 days later on 21 August at 16:47 I phoned Capitec to follow up on my refund and the lady that assisted me said that there is nothing on the system regarding this incident, so I reported it AGAIN and this time received a reference number: ***5

On 26 August at 08:10 I phoned Capited AGAIN because I had not heard from anybody and I was told that the query has been escalated

On 28 August by 14:54 I STILL had not heard from ANYBODY and I found a client care email address and I typed out the whole story above and I received a lovely message from Monique Jansen and I got an incident report number: ***2

It is now 2 weeks later, 14 days, and I still have not been refunded, nor have I been updated nor has anyone contacted me.

With tears in my eyes WHAT am I supposed to do to get this resolved?

Regards Mrs Chantyl Ann Smith ***