Capitec approved ******** transactions even after immediately calling in to report ***** and theft

I am exceptionally disillusioned and have felt utterly unsupported and feel like I'm being flung from pillar to post since reporting being ****med on my account on Tuesday, 05.11.2024.

I received an SMS that said it is from Courier Guy to pay R19.99 for a delivery. Since I expected a delivery on Wednesday for an order from Takealot, I thought it was that and clicked on the link and was taken to a site named "Courier Guy" and entered my card details. I then clicked on my bank app who asked if I wanted to approve the R19.99 transaction. I got no warning that it may be *****ulent. Bank app simply asked me to approve yes or no for COURIER GUY. The next thing R330 and R550 went off and showed the name "GROCERIES" and later it showed "DANBALA SHOP". It also showed it's in Johannesburg and I am in Cape Town.

I IMMEDIATELY called Capitec's *****-line to inform them my account was hacked and these two amounts were ********ly deducted and to NOT approve these amounts as they were not my transactions. I personally went into a branch the next day to report this again and they said the card division told me to hold onto my card (which they said they stopped) until they let me know to collect another one. I kept going into my bank app to see what's happening and also on the Capitec WhatsApp line to track the so-called investigation. What a nightmare to have to chat to a Bot about something so serious!

Today the card division called me and told me the transactions showed it was card transactions and that they can't dispute it! They also actually approved this theft from my account and it went through! WHY?! HOW CAN YOU GO AHEAD AND APPROVE ******** TRANSACTIONS AFTER A CLIENT CALL YOUR *****-DEPT AND REPORT IT IMMEDIATELY?! WHY WOULD YOU GO AHEAD AND A FEW DAYS LATER APPROVE IT WITHOUT AS MUCH AS A PHONE CALL TO THE CLIENT. I HAVE TO FIND THIS OUT BY THE WAY. I DON'T ACCEPT THIS AS IT IS ********!!!!!!!!!!!!!!!!!!!!!

I was told by various agents different things. Not once did I feel supported and I cannot help but wonder if the person who hacked my account has a connection with someone within the bank as these amounts were taken only when I logged into my account and there was no warning that it would be more than R19.99.

I was eventually told Capitec should have frozen my account immediately which they didn't do. I was told Capitec should have told me to log a dispute against these deductions but is that not what I did when I reported it as theft and said DON'T approve this; it was NOT done by ME?

I have lost all trust in this bank and want to move banks once this is over. I have never encountered such incompetence at any other bank before. It is scary to say the least. I will repeat. I strongly suspect a bad apple/s within the bank as it was quite bizarre how my money was ********LY taken out of my account within seconds when I logged onto my bank app.

I sent an email in addition to this public complaint and at 15.29 and 15.30 I received separate emails from Stephanie James and Brogan Heugh that they would call me within two hours. Why am I not surprised those calls never happened. SHAME ON YOU CAPITEC! YOU ARE NOT A TRUSTED BANK!!! WATCH OUT PEOPLE. THIS BANK IS NOT SAFE.

Why on God's green earth will you have a *****-line to report theft to when you are going to actually ALLOW it to go through and tell clients that you "cannot" (or is it rather WILL NOT) do anything about it? Could it be because there is *******ion from inside? Go look at all of these similar complaints on Hello Peter. Something is seriously wrong in Capitec and this should be investigated. Why can the accounts of so many people so easily be hacked into? I have not seen complaints like this at any other bank. I have also never heard complaints from clients at other banks for never getting their money back after reporting theft immediately. This is a massive red flag. I wish I never banked with this bank.