Capitec Bank Complaints Team "Forensic"

I am writing to formally lodge a serious complaint regarding the handling of my Capitec account, the ******** blocking of my funds since 2021, and the unacceptable service I received at your Southgate branch.

On 19 January 2026, I visited the Capitec Southgate branch to close my account due to numerous debit orders attempting to debit my account. I was assisted by a consultant named Nthabiseng Lebuse, who advised that my account could not be closed due to funds placed on hold. Upon checking my profile, she informed me that the hold dates back to 2021, allegedly due to an instruction received from another bank.

I questioned why another bank would have authority to place a hold on my account. The consultant contacted Capitec’s ***** Team, however she was transferred repeatedly from pillar to post, with no one able to explain why my account was blocked or who issued the instruction. I then contacted the ***** Team myself from my cellphone while still in the branch. The agent I spoke to was extremely rude and insisted that we contact the Capitec Forensic Desk, despite the fact that the branch has no direct contact details for the Forensic Team. Every attempt to transfer the call routed us back to *****. This was extremely frustrating and unacceptable.

What I find particularly alarming is that a bank of Capitec’s size does not allow its branch staff to directly contact their own Forensic or Risk Teams. Consultant Nthabiseng escalated the matter to the Branch Manager, Thando, as she was unable to resolve my issue. Thando advised that she had to email her Regional Manager for assistance because internal staff are not permitted to contact other internal teams on Microsoft Teams without permission. This level of internal red tape is shocking and completely unreasonable, especially when dealing with serious client complaints.

The following day, I returned to the branch and was then informed that the instruction to block my account came from FNB. I was advised to contact FNB ***** to request that the instruction be uplifted. I did so, and an escalation was logged. As I am an internal FNB staff member, I followed up directly. On 4 January, I was advised that the information provided by Capitec was incorrect and that the instruction did not come from FNB, but from Direct Axis.

I then contacted the individual at Direct Axis who allegedly issued the instruction. Michael from Direct Axis confirmed the following in writing:

“According to our records, the account listed below ***) is not linked to you. Additionally, we have no record of requesting the bank to place a block on this account or on any other account.”

On 5 January, I returned to the Capitec Southgate branch and again spoke to Branch Manager Thando. She advised that she was engaging with someone from the Forensic Team to determine how my account was blocked. I was further told that the block allegedly relates to a Mr Sithole, who supposedly app**** for a personal loan using forged bank statements, and that an amount of R123,000 was paid into a Capitec account—resulting in the instruction to block the account.

I want to state clearly:

I do not know Mr Sithole

I have no relationship with him

I have never received any funds from him

I waited over four hours at the branch for clarity from Capitec Forensic. The Branch Manager reviewed my full transaction history from January 2021 to December 2025, and there is no evidence whatsoever that I ever received money from Mr Sithole.

Despite this, Capitec has continued to block my own legitimate funds, without proof, without communication, and without justification.

This entire experience has been distressing, humiliating, and completely unacceptable. I have been misinformed repeatedly, subjected to poor service, and unfairly implicated in an alleged ***** matter involving someone I do not know.

I demand that:

The hold on my account and funds be uplifted immediately

I receive a written explanation detailing how and why my account was blocked

Accountability be taken for the misinformation and poor service received at the Southgate branch

This matter be resolved today, without further delays

Failure to resolve this urgently will leave me with no option but to escalate the matter to external regulatory bodies. My account is

I expect immediate feedback.