Banking App

I am writing to bring to your attention an issue I experienced this morning with a payment made through the Capitec App. I attempted to pay a service provider, but the app initially gave an error stating that the transaction did not go through. Upon checking my balance, no deduction had been made, so I re-did the transaction. This time, I received a notification confirming the transaction was successful.

However, when I reviewed my balance again, I noticed that the amount deducted was more than expected. I checked my transaction history and discovered that the transaction had gone through twice, as if I had made two separate payments.

I immediately contacted Capitec via their WhatsApp support. I was first assisted by an agent named Ziyanda, who expressed understanding and assured me that a refund request would be logged. However, I was informed that the refund process might take up to 40 days and would incur a R70 service fee, despite this being an issue caused by their app.

Midway through the chat, I was unexpectedly handed over to another agent named Carlton without any introduction or explanation. Carlton repeated questions I had already answered with Ziyanda, and when I inquired about Ziyanda, I was told they were in a meeting. Carlton mentioned escalating the matter to their manager for a possible refund or reversal, but I have not received any feedback since, and the chat has now closed.

This situation is quite stressful, especially since I urgently need the funds to pay for my child’s school fees. I would appreciate any support or advice you can offer in resolving this matter, or if possible, assistance in escalating it appropriately.