ATM ***** with Capitec

Good day

I am posting this on behalf of my helper and friend.

She had the unfortunate experience of been falling prey to ATM *****... her card was swallowed by an ATM and was cloned by some *******. Immediately, on realizing what had happened.. she began the process of blocking her card through the capitec system.

In that time, some of her money was transferred/withdrawn from her account and that was even after she had blocked her account.

As a friend... I helped her call the ***** hotline, and a lady spoke to her who advised her initially and said that Capitec would get back to her on possible reversals and other related issues. They also advised that a branch would assist her and she went there immediately but to no avail as they said they cannot do anything.

At every point, Capitec had promised to "get back to her" but they never have. She was told that it is under investigation and she would have to wait 8 days.. after 8 days.. no communication was received. She thus called again.. and was told.. no it has to be investigated.. and Capitec would call back... and still after that, there has been no feedback or response from the CAPITEC team.

I find it absolutely saddening and disappointing that this individual is been given the run around. As a wonderful and intelligent lady who is still young and struggling to make a better life for herself, the CAPITEC team has made her use her own airtime (when most of her money was ****** in the ATM ***** ordeal) to try and get answers as to the way forward. She has literally called CAPITEC a minimum of 5 times and each time, no one has given her any straight answers.

Can someone please assist and provide us with some sort of way forward.

Thank you