Capitec Bank ATM Complaint

Details of the Incident Date of Transaction: 4th October 2024 ATM Location: Spark ATM inside Gateway Mall, Carletonville Amount Requested: R2000 Amount Received: R1400 (dispensed in R200 denominations) Incident Reference Numbers: #*** & #*** On 4th October 2024, I attempted to withdraw R2000 from a Spark ATM inside Gateway Mall, Carletonville. However, the machine only dispensed R1400, creating a discrepancy of R600. The amount dispensed consisted of seven R200 notes instead of the full ten requested.

Attempts to Resolve the Issue Initial Contact with Capitec Call Center: I immediately contacted Capitec’s call center to report the shortfall and provided all necessary details regarding the transaction. I was informed that an investigation would be initiated and was asked to follow up with a Capitec branch near the ATM location.

Branch Visit: I then visited a Capitec branch, where I was informed that the ATM is managed by an interbank service provider and that Capitec had limited ability to directly investigate the issue. Despite my repeated inquiries, Capitec has not provided a satisfactory resolution or evidence regarding the outcome of the investigation.

Repeated Follow-ups: Since the initial contact, I have repeatedly followed up with both the call center and the branch, referencing incident numbers #*** and #***. However, Capitec and the ATM service provider have not provided any documentation or report on the investigation, raising concerns about accountability, particularly as similar complaints have reportedly occurred with this ATM provider.

Impact of the Discrepancy The missing R600 has caused me financial distress and impacted my confidence in Capitec’s services. The continued lack of transparency and the unaddressed discrepancy have been unsettling, and I feel my rights as a banking customer have been compromised.