BANKING APP *****

On the 3rd of January 2023, my phone was ******. My husband blocked my phone and I went to Capitec to stop my Banking App. A large amount of money had already been transferred from my access facility into my savings account, then from my savings account into another individual's account. My phone security plus my banking app security was hacked. All this took pIace in under 90 minutes. Capitec advised me that I had to the go to SAPs to open up a case, get a case number and an affidavit. I submitted the required documents to Capitec's ***** department to do their investigation. This investigation took roughly 14 working days. SAPS also conducted an investigation of their own and after roughly 14 days, I got a message from SAPS saying that my case was closed as all possible leads had been followed up. I went to Capitec Bank on the 18th January to follow up with them as I had received a message from SAPS. The lady that had previously helped me, said it was strange that SAPS sent the message as they did not make any contact with Capitec bank. I received a phone call from Capitec's ***** department on Thursday the 19th of January regarding the money taken from my account. The outcome of the investigation by Capitec ***** Department was that the amount that was transferred from my account had then been transferred into 3 other accounts and was not recoverable. Capitec is holding me liable for the ****** funds plus interest. Capitec clients are vulnerable - I am the victim of a crime but I am being victimised. On 20th January I submitted a complaint request to the Banking Ombudsman - to date I am still waiting for a response.