Capitec *****

On the 15 April 2024 whilst on my way home from work a message popped up on my phone showing a transaction took place on my Capitec account and R800 was deducted, then within minutes R800 was deducted again. I immediately googled the Capitec ***** department and called the number. Whilst calling the R800 was reversed and it said, “payment correction”. A few minutes later R800 was deducted yet again. I called the ***** line and the first person that answered put me through to another person who in turn put me through to a third person. Whilst giving person number 3 my story it was almost as if he muted the call on his side, the call was running however no one was responding. I eventually had to cut the call and redial, it was then that I eventually got through to a consultant who asked me a few security questions like, did I authorise these payments which I obviously did not. I logged onto the app whilst talking to her and was kicked out a few times. Also a pop up message came up on my screen and she said it was her trying to get into the app to see what was going on. So I had to put in my app pin(I did confirm with her) i pointed out to her that the transactions were still pending and I have screenshots to prove the “pending status”. It was also during this time I was kicked out the banking app and the consultant said it was probably because she was on the system. She said she will have to escalate the matter to the ***** department and also said that it will cost R80 for each transaction to be investigated to which I agreed and only if the investigation was successful will I be refunded.I was also told that I will receive feedback within 24 or 48 hours, fast forward 2 days later I received no feedback so I proceeded to send a query on the Capitec Facebook page and the WhatsApp line. This was the response I received “Your matter is still under investigation and has been escalated. Once the investigation has been finalised, you will be contacted.”

At 8:49 this morning 29/04/2024 I sent a message through the WhatsApp line asking for feedback, the “***** agent” then said she will get the “service agent” to assist. At 9:14 I was asked for a moment for the second agent to look into the query. Only after asking yet again I was rep**** to at 9:41 and told that the investigation was unsuccessful due to the fact that the pin was used to authenticate the transaction. I am truly in disbelief that I contacted Capitec bank whilst the ***** was going on and the money was still pending and they did nothing and now only once I contact them they say that my pin was used. Surely Capitec should have some sort of intelligence in place to recognise this is *****.

I proceeded to Capitec Bank after getting this information via WhatsApp and after a very lengthy wait and consultation with the bank employee I was basically told that since these transactions were made on the banking app there was nothing they could do.

He did call the call centre in my presence and mentioned something about a replacement card that was opened that he could see on his side, he was told that it was a digital card that was opened on the day that the money was taken. I did not open the app until the money was deducted, so how was the digital card created if I did not do it? I did not receive a OTP and I was not prompted to accept a purchase so how exactly did these transactions take place? My phone was with me, no one has access to my banking app. What I also find strange is that on the screen( which I could see, it said my card was replaced which the consultant did mention) but after walking away from his desk while on the phone and coming back to me he said it was the digital card that was created.

I also asked for the information from the system so I could contact the banking Ombudsman and I was told the case was closed and if it went to court then the court will subpoena Capitec Bank requesting the information and only then they would provide it.

All I could then do was print a statement at the ATM that shows the 2 transactions that took place. Both transactions show the purchases were made at payD mtn mobile money gauteng za. Capitec is unsure of what kind of purchases these are either.

It is very distressing knowing that we put our money into Capitec bank thinking it is safe and absolutely nothing is done to assist us when money is *****ulently used, whats even more scary is that Capitec still chooses to blame the account holder for authorising those transactions meaning they are not anywhere near recognising when ***** is taking place on their clients accounts.

I’ve literally read through 100’s of Facebook posts where people claimed to have being de*****ed and Capitec Bank plays the blame game and almost all these people were never assisted in getting their monies back.

Do yourself a favour and search Capitec ***** on Facebook before ever trusting them with your hard earned money.