Bad Service

25 March 2024 I received a call from Capitec ***** or so I thought as that is how it was registered on True Caller. The person kept me on the phone for 16 – 20 minutes talking to me and then asking me to hold on. In that time, I received 3 correction payment SMS’s. I did not supply them with any info. After they put down the phone I went into my app and 3 transactions was done R 10 000, R 10 000, and R 4500.00. I immediately called Capitec *****. The lady who assisted me did not ask if she can stop my card or deactivate my app she simply said go to your bank and the police station and report it as she can not assist me.

I went to the police station and then to my Capitec bank. When the lady went into my bank the three transactions was still pending. She then spoke to the ***** department and received a ref number. On 30 March 2024 I went back to Capitec, the manager helped us there and could not see anything added on the case, He then phoned, and it seemed that nothing was done since the 25th.

I received this text message from Capitec last week and feel that if they helped a little faster and made these cases priority, they could have done something, but I feel it is easier for them to send a message stating sorry the money was already utilized – no funds recovered but how long did you take to do something is the question?

No one from the ***** department even phoned me to give me the outcome.

I logged a case with customer complaints as well and they are busy investigating - awaiting outcome.

What needs to be done to try and get dome of the funds back