ATM *****e Capitec Bank

Dear Helopeter

I am writting this as my last resort and plea for help: I have been a ****** by ATM ***** that was absolutely not my fault and now I have to suffer due to the uncareness of Capitec bank without any intrest of having the compation to phone and understand what have happened that day. Only an sms and email rejecting the claim. I as an widow, mother to a methal child and having to take care of her as well as being unemployed for more that a year, having a temp job now for 4 months sincerely do not deserve to have this type of customer care from Capitec. I still jad to pay extra banking fees as well as a fee for a new card thus trippel punishment for something that was NOT my wrong doing. Below are the happeninga as well as the response from Capitec. I sincerly hope that something beter from this bad experiance with Capitec will be enable me to continue my support with them.

From: Liezelle Du TOIT ********** Sent: 30 May 2018 12:42 PM To: ********** Subject: CLAIM NO ********** 1

Dear Capitec

I have been a victim of ***** where my money was ****** out of my account. I did report it immediately, and send my claim to the claims department. How ever rejected my claim stating that the persons had my card and pin.

This is what happened.. I went to Checkers to buy some groceries, however my swipe limit was reached and I had to draw money to pay for the difference. On approach to the ATM a man told me the machine does not want to take his card, assuming it was faulty..(his) card, he told me I may proceed if I want to, I then put my card in, at first it did not want to take it but then it did, I typed in my pin, protecting my pin and then the machine displayed deposit on the screen and gave me a R20 note, which I did not action. After seeing this I tried to cancel to obtain my card, but the ATM refused to return my card. I kept on trying with no positive result. Before withdrawing I also ensured there was no one around me and checked that the same man talking to me previously has walked away.

I assumed that the ATM has swolled my card and therefor proceeded to my car to go to the nearest branch, which is in Capitec Brakpan. On my way there I received a notification that money was withdrawn out of my account unauthorized. I did not supply anyone with my pin or either my card, my card was in the machine. I have been without an income for an year now and the first month that I receive may pay which is only tempory, this has to happen with me. I also have a mental ill child to look after and cannot afford to lose this money as I desperately depend on it, being an Widow also. Please can this case be re-observes and final outcome be send to me in writing as well as telephonically. Alternatively I will need to contact the OBS as this was not my fault and totally unfairly a victim of *****.

Please feel free to contact me on: ********** .

Kind regards

Mrs. JM Smit

RESPONSE FROM CAPITEC

Thank you for your email.

I truly regret learning of your negative service experience. Please accept my sincere apology for your experience.

Kindly be advised, I have forwarded the matter to our Complaints Department for further assistance. One of the Officers will liaise with you directly within five days.

Should you have any further queries in this regard, please feel free to contact them directly on ***.

Kind Regards

Nozibongo Makhalima Agent: Service Admin BSC: Service Administration ********** T +27 86 ********** F +27 21 ********** M +27 83 ********** GPS 33°54’3.7” S 18°37’27.1” E BSE Building, 89 Voortrekker Road, Bellville 7535

PO Box 12451, Die Boord, Stellenbosch 7613 capitecbank.co.za