Absolutely appalling treatment of a customer and her minor child

After two visits to the branch where Capitec refused to close my personal account, I am now dealing with an even more distressing situation: Capitec closed my daughter's account without notifying us.

Their explanation was that neither my cell number nor my husband's is registered to her account. Despite completing biometrics in the branch and producing my ID, I was refused information about which number was allegedly linked to my minor child's account.

When I asked how we could access the funds in her account, I was instructed to provide proof of my own bank account so the money could be transferred. I complied, following instructions from both the branch and the ***** department. Both interactions were recorded. Yet I subsequently received emails refusing to facilitate an external transfer and telling me to transfer the funds myself.

How exactly am I supposed to do that when Capitec has closed the account without notification and we no longer have access to the banking app or bank card?

To make matters worse, the branch manager threatened to call SAPS and lay a crimen injuria charge against me, alleging that I had screamed at several staff members. In reality, I had dealt with one junior manager and two other staff members, and I recorded that interaction myself. The junior manager was the very person who had called me the previous day to request yet another branch visit, during which my personal account still wasn't closed.

The most upsetting part? This happened on my daughter's birthday. She was left sitting in the car in tears because she could not access her own hard-earned money.

Capitec has caused unnecessary distress, failed to resolve a straightforward banking issue despite repeated visits, left us without a practical way to access the funds, and threatened me with legal action in the process.

This is completely unacceptable. Customers should not have to visit a branch repeatedly, comply with instructions from multiple departments, and still be left without access to their own money.

I would not recommend Capitec to anyone based on this experience. I expect the bank to explain what happened, provide a workable solution to release my daughter's funds, and address the conduct of the staff involved.