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JM
Joyce M

1 reviews | Active since Mar 2012

29 Apr 2026, 14:11

ATM Cash deposit Descrepancy

I am lodging a complaint against Capitec on behalf of my daughter, who is 17 years old.On Saturday, 25 April at around 7 PM, my daughter deposited money into an ATM, but the machine jammed during the transaction. I was present at the time, and we immediately reported the issue to the call centre. We were advised that, due to the holidays, the matter would be resolved by Tuesday. On Tuesday, we followed up and were told the issue had been escalated to the ATM team. A deposit later reflected in her account, but the amount was incorrect and short. Since then, we have received inconsistent feedback: We were told the remaining balance was being withheld pending investigation, then advised it would take up to 7 days to resolve At the branch, we were told it would be resolved the same day Later, we were told it would take another 3 to 4 days This back-and-forth is extremely frustrating, and no one seems to provide clear answers. These are funds that belong to my daughter, and the delay is unacceptable. We are requesting urgent resolution and for the full outstanding amount to be credited to her account. If this matter is not resolved promptly, we will consider closing the account and moving to another bank with more efficient service and better issue resolution. Very disappointed with the service.

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Replies (1)
Capitec Bank
Capitec Bank's reply29 Apr 2026, 14:41
Official
Thank you for bringing this matter to our attention, and please accept our sincere apologies for the frustration and inconvenience you and your daughter have experienced. We fully understand how upsetting this situation is, particularly as the funds deposited belong to your 17‑year‑old daughter and the incident has already caused unnecessary stress. An ATM cash deposit discrepancy occurs when an ATM jams or malfunctions during a deposit. In such cases, the ATM must undergo a physical cash reconciliation by our ATM team. This process involves opening the machine, counting the actual cash inside, and matching it to the transaction logs. Unfortunately, this cannot be resolved instantly and is handled separately from branch operations, which may explain the differing timelines you were given. When the partial amount reflected, it indicates that an initial reconciliation was completed. The remaining amount is not withheld arbitrarily, but is temporarily pending while the ATM investigation is finalised to ensure the exact deposited value is confirmed accurately and fairly. That said, we acknowledge that the inconsistent communication you received regarding timelines is unacceptable, and we sincerely apologise for the confusion this caused. We agree that clearer, more consistent updates should have been provided.