Bank Card *****

I am writing to formally lodge a complaint regarding the lack of feedback and resolution on my ***** case, which was reported on 14 November 2025. On the above date, my Capitec bank card was *****ulently used to make an unauthorised online purchase at Shein. I immediately reported the incident to Capitec Bank and was advised that feedback would be provided within 45 days. In addition, I opened a case with the South African Police Service, reference CAS 382/11/25, which was also shared with Capitec. For ease of reference, the Capitec ***** reference number is ***. Despite the assurances given, I have not received any formal feedback or outcome to date. Over the past three weeks, I have contacted the ***** Centre at least twice a week seeking updates. I have been informed that: The case was allegedly closed on 18 November 2025, and My enquiry has been escalated to the relevant department and the agent who handled the investigation. This response is unsatisfactory and unacceptable, particularly given that I suffered a direct financial loss. Closing a ***** case without providing feedback, explanation, or resolution undermines my confidence in the bank’s commitment to protecting its clients against *****. I therefore request the following as a matter of urgency: A written explanation for the closure of my case; A detailed outcome of the investigation conducted; Clarification on whether the disputed amount will be reimbursed, and if not, the reasons thereof; Confirmation of the steps taken by Capitec to safeguard my account and prevent further unauthorised transactions. I trust that this matter will now receive immediate attention. Should this issue remain unresolved, I will have no option but to escalate the matter through Capitec’s formal complaints process and, if necessary, the relevant banking ombudsman.