Alleged ***** repayment accepted without verification – account re-opened to my detriment

Complaint: I am lodging a formal complaint regarding the handling of a reported ***** case by Capitec Bank, which has resulted in unresolved financial loss and significant concern regarding internal verification processes. An amount totalling R38,000 was *****ulently taken from my Standard Bank Account on 1 Sep 2025, 15 Oct 2025, and 1 Nov 2025 on and traced to a Capitec account held by the alleged perpetrator. Following the report of the *****, I was informed today that the account in question would be blocked pending investigation and resolution. I have since been advised that the account was re-opened after the account holder submitted an affidavit stating that the funds had been repaid to me. I categorically state that no such repayment has been received, either in whole or in part. I have also not provided any confirmation, written or otherwise, that the funds were returned. It is deeply concerning that the account appears to have been re-opened: 1. Without independent verification of repayment 2. Without proof of payment being requested or validated 3. Without confirmation from me, the complainant and victim 4. Without any prior communication affording me the opportunity to dispute the claim Accepting an unverified affidavit as sufficient grounds to lift a *****-related account restriction raises serious concerns regarding victim protection, risk management, and adherence to standard *****-handling procedures. Resolution requested: 1. Written confirmation of the basis on which the account was re-opened 2. Disclosure of what evidence, if any, was re**** upon to substantiate the alleged repayment 3. Immediate reassessment of the ***** case in light of the absence of repayment 4. Appropriate corrective action to protect my interests and facilitate recovery of the funds I request that Capitec urgently engage with me to address this matter. Failing resolution, I will have no option but to escalate the matter through the appropriate regulatory and ombudsman channels.