Block of account without permission

To: Mr. Aloy Peter Subject: Formal Complaint Regarding the Blocking of My Capitec Account Dear Mr. Peter, I wish to formally express my frustration and dissatisfaction regarding the blocking of my Capitec account without any practical assistance being provided to resolve the matter promptly. Yesterday, I received winnings from Hollywoodbets and transferred the funds directly into my Capitec account. The transfer reference clearly reflected my own name, Daleen Barnes. I then transferred the funds from my Capitec account to my FNB account. This morning, I discovered that my Capitec account had been blocked due to suspected *****. I find this extremely frustrating, as the funds were transferred in my own name and there was no indication that the transaction involved any third party. I attempted to contact Capitec telephonically but spent approximately R40 on airtime while being left on hold with no assistance. I then contacted Capitec via WhatsApp, where the agent informed me that I would have to visit a branch to resolve the matter. This has placed me in a very difficult position. I have now had to delay going to work in order to attend to an issue that could potentially have been resolved remotely. In previous instances involving security concerns, customers have been asked to verify their identity through a selfie or similar process. Had this option been provided, it would have immediately confirmed that I am the account holder and that the transactions were conducted by me. I fully support measures aimed at preventing *****, but I believe there should be a more efficient and customer-friendly process available when a legitimate customer is affected. The inconvenience, financial cost, and disruption caused by this matter have been significant. I respectfully request that this complaint be investigated and that consideration be given to improving the process for customers whose accounts are blocked due to suspected *****, particularly where identity verification can be completed remotely.

Yours sincerely, Daleen Barnes