Bad Service and no assistance

I would like to report a case which I believe is ***** on the side of Capitec because the call centre agents, the ***** department has been giving us the run around and can’t answer simple questions.

On the 17th of December I did a digital payment to my daughter's account of R100.00 which myself ***) and my daughter received notification of and that was at 09h14.

At 09h36 as per your call centre agents and your forensic department there was another amount of R1 500.00 to my daughter Taryn Lee Noor account ***) which they claim I did, and I keep telling them I did not do this transaction but they persistent I did that. Mind you not me or my daughter received notifications and that R1 500.00 was not even appearing in my daughter’s account. nor was the notifaction via sms on both ends.

This story gets more interesting because according to the 5 agents we spoke to it shows on my daughter’s statement that she received the R100.00 which she is not disputing and transferred that to her CAR SAVINGS account an the transaction was made at 9h20 and the balance her CAR SAVINGS account was then pushed up to R2288.88, and according to the agent that was the payemt of R100 and R1500 (Tracation time was 9h37) into the CAR SAVINGS account. At 9h44 17 December 2023 a payment of R2000 was made to a Mr A Cloete which my daughter says that she can't see on the app and then at 9h47 a R200 was made to the very same Mr A Cloete.

My Question is that how does a payment reflect on my side but not on my daughters side, and when we look at the satements it shows that there is no payments done to any of these people. We have requested that a statment get sent to us via email as we have given the agents all the right to do cause they were in the accounts, but not one person could do this we want the statement so that we can confirm that this is what they are seeing on their end. Yesterday (17 December 2023) at 22h46 we spoke to agents named Lerato (assisted Me Nola Noor) and Mpho (Assisted my daughter Taryn Noor). and they had all the access in our accounts and asked that we send the statment as we see it on our end (please find the attachment). We then called Capitec this morning and the last lady we spoke to Ntombifuthi said that if I open a case I will be implicating my daughter.

I have logged in to Hello Peter and there is 17 complaints of Capitec's bad service (https://www.hellopeter.com/capitec-bank). So I would like to know was she trying to scare me and my daughter by telling us this cause my daugher called and she spoke to her 1st so y would we waste all that time on calls. I would like this case investigated and I would like a resoltion to this issue ASAP.

Names of agents spoken to:

Mpho

Lerato

Xolile

Siko

Abdullah

Ntombifuthi

Xolani