Capitec ATM Dispensed Less Cash Than Withdrawn – Case Incorrectly Logged & Wrongfully Closed (***)

On 29 November 2025, my wife used the Capitec ATM inside Pick n Pay at Willow Crossing Shopping Centre to withdraw R3000. Because the ATM limit is R2000, she withdrew R2000 first, but the machine only dispensed R800. She then withdrew the remaining R1000, meaning she only received R1800 in total, while R3000 was deducted from her account.

Pick n Pay staff confirmed that this ATM has had dispensing issues before.

We called Capitec immediately and reported the issue while still at the ATM. Unfortunately, the case was logged incorrectly multiple times by Capitec agents. After several follow-ups, it was finally captured correctly under reference ***1.

On 8 December 2025, we were informed that the investigation concluded that the withdrawal was “successful”, which is untrue. Both of us saw exactly how much cash was dispensed, and the banking app clearly shows the two withdrawals (R2000 + R1000).

We are now told to “dispute it via email” with no further assistance.

This is extremely disappointing service from a bank we trusted. We request that Capitec urgently re-open the case, conduct a proper reconciliation of the ATM, and resolve the discrepancy. We expect a fair and accurate investigation, not a dismissal of the facts.

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