CAPITEC ATM SWALLOWED MY MONEY

Today (30 March 2022) just after 16:00, I tried to deposit an amount of R2 200 to my Capitec Acc using the ATM at Metlife Mall Shopping Centre in Kabega Park, Port Elizabeth.

I clicked on the "Cardless Services" menu on the screen, chose the "Deposit Money" option as per normal. Punched in my account number, confirmed that the details were correct. I proceeded with inserting the cash notes in the depository drawer (which by the way was half open - red flag right there). The ATM suddenly malfunctioned and returned an error message that read "Deposit cancelled....please wait". The depository drawer remained closed. Notwithstanding, I remained calm. A few moments later, the machine went blank for a few seconds and on the screen it showed "System offline" or something to that affect. After rebooting, the options for "WITHDRAWALS, DEPOSITING" were greyed out. No receipt came out. All my money was gone, in a spur of the moment. The ATM then returned to normal service.

For some bizzare reason, Capitec's Customer Care number is not a toll-free number like with other banks. So I had to purchase airtime using the phone's banking app in order to call customer service. A female agent who answered, asked me to describe the nature of the incident, recorded my details and promised to escalate the matter for further investigation. She promised I would receive feedback in the next 24-48 hours. The call ended. I stood next to that ATM like an idiot, despondent and battling to process what had just occurred. By then, the queue behind me had a few agitated customers asking what was going on.

Not satisfied with how terse my conversation with the female agent went, I dialled the customer care number again. This time around, a gentleman answered. I relayed the same story to him. He then asked me to login to the Capitec Banking App on the phone for a verification message he would send. I duly obliged. He then sent me a reference number via SMS.

The whole experience was truly traumatic for me. I've had ATMs swallowing my bank cards before, but not money.

A little while later, a similar fate would befall on two other ladies. To me it's quite evident that there is an issue with the particular ATM.

I urge Capitec to resolve this matter with speed and refund my money within the stipulated 24-48 hour period. It's a serious inconvenience, especially at this time of the month.