Capitec App Payment Reference Misallocation Causing SANC Registration Risk

My spouse made a payment for her SANC nursing registration using the Capitec app. The payment successfully went through, and the correct SANC reference number was entered during the transaction process. However, SANC can not allocate the payment, stating that the reference reflects my spouse’s initials and surname, despite the fact that the SANC reference number was correctly entered. Capitec is alleging that my spouse incorrectly entered the SANC number under “own reference” instead of “beneficiary reference”. This explanation is not consistent with how the Capitec app functions: Once a beneficiary is saved, the app only prompts for a beneficiary reference.

The app does not provide an option to separately enter an “own reference” during such a transaction.

The system automatically allocated names (initials and surname) based on account holder information. It is therefore unclear how a client could incorrectly place a reference when the system flow does not allow for such an error. Consequences

SANC is unable to allocate the payment.

There is a strict deadline for registration.

A refund process takes an unreasonably long time.

A refund fee is charged by SANC.

My spouse’s professional registration and livelihood are now at risk. What is most concerning is the complete lack of accountability and the shifting of responsibility to the client, despite the issue clearly arising from app design, system labeling, or transaction architecture. Clients should not carry professional or financial risk due to system ambiguity or institutional deflection of responsibility