Allowing their clients / ********** to get away with people's money

Good morning

I am a Capitec Bank client

Mr MCI Blose account number ; *** Savings account Branch code; 470010

On the 2nd December 2020 I visited the Capitec Bank branch in Berea Centre ( Kwa-Zulu Natal). I came in to report a ********** payment that I had made from my bank account (using the cell-phone app) to another Capitec client/account holder S Magwaza, account number ***, cell phone number ***. Upon my arrival, I spoke to very helpful lady (cannot recall her name unfortunately but I can recognise her face) where I explained my unfortunate situation. I had been ****med by this ********* and had been looking for some recourse. The lady made it quite clear to me they will investigate the matter however nothing is guaranteed and subject to what happens.

The Capitec bank lady serving me then called the bank’s forensic department, in my presence, to give them this information. During this conversation between the Capitec employees, I heard the lady ask if there are any funds (S Magwaza’s account) and if the person from forensic could disclose the amount. The response the lady serving me was that there is money in the bank account however they could not disclose the value in the account. Fair enough, company policy presumably. The lady serving me was informed to convey a message to me that I needed an affidavit and a South African Police Services CAS number.

I proceeded to obtain the affidavit and SAPS CAS number as requested. I physically went to the same Berea Centre branch where I had visited initially, wanting to avoid my case being handled by numerous people and a broken telephone. This happened on Monday the 14th December 2020. This time around I could not be assisted by the same lady from my initial visit, understandably so. The person now assisting me was extremely rude and not wanting to hear exact detail. She read off the screen and uttered the words verbatim “you here regarding a frozen bank account” I then explained to this lady what the jist of the complain is. Little conversation happened between she and I. The lady then asked me for the affidavit and I furnished her with such, highlighting where the SAPS CAS number is displayed on the actual affidavit. She made a copy, scanned and emailed (allegedly) these to the forensic department according to my understanding after informed of such. I was informed at this point that feedback will be given to me in the coming days. In my mind, this exercise shouldn’t prove to be a strenuous or lengthy one as the person I am complaining about happens to be using the same bank as me – Capitec Bank.

On the 17th December, being curios due to the lack of feedback, I called Capitec Bank call centre and the lady I spoke to informed me that my case was ‘closed.’ She further mentioned that according to what she can read off her system she can see that an email allegedly was sent to the forensic department however no further detail/note has been made on this case. Being extremely concerned about what I am hearing, I proceeded to visit the branch (same Berea Centre) to enquire face to face. Upon my arrival I was informed by a consultant that this is a civil matter. You must be joking. I requested to speak to the manager of the Berea Centre branch and he wasn’t really helpful except listening to what I had to say and my utter disgust of having taken so much time off work to try and resolve this issue. He only informed me that the best I could do is to send an email to client-care and express my disgust and the lack of courtesy, client centricity and lack of feedback.

This email / complaint serves to try and get some recourse for my hard earned money that I had been de*****ed by a Capitec Bank client and the necessary proof is there. This matter seemingly (to me) was not given priority it deserves nor was the feedback process satisfactory (to say the least). Nobody seems to care about what I am going through; as a parent failing to provide for your family after such an uncertain year.

I am pleading with whoever reads this email to have some heart and consideration. I know that recovering ALL the funds is near impossible but at least recover some of the money. Especially after it appears that there was money when I initially logged this enquiry. Even a fraction or portion of this money will go along way in putting a smile on my children’s faces who do not deserve to go hungry during this festive season.

N.B. The SAPS detective handling my case explained the lengthy and fruitless exercise a civil case would yield hence MY plea I make to the organisation whom I trust with my money to please find a way to help me. I am not looking for freebies, I work very hard for my money and nobody deserves to be de*****ed by anyone.

I look forward to hearing from you soonest.

Kind regards Minenhle Blose ***