Capitec Bank ***** Department Failed

I deposited R3000 to my mom’s Capitec Bank account. She went to a Capitec ATM in Tsolo to withdraw the money. When she was trying to withdraw the money, the cash didn’t come out. Instead another person’s card came out. Upon realising what had happened, she went inside the branch and reported the case. The staff told her that there was nothing they could do because their ATM has no cameras. They told her to accept the loss and move on because that happens all the time in their branch. They shared a story of an old woman who lost R10000 the same way in that ATM. The staff told my mother to not bother reporting the case to the police because nothing can be done. She went to the police either way and she was told that without the case number from the bank, they couldn’t open a case either because the bank will not give them any information.

We called Capitec head office to report the incident. They closed the case and did not even bother with feedback. Today, we called again, almost a month later. They just told us that the case was rejected because “the withdrawal was made in a non-Capitec Bank ATM” which is a lie. The lady we spoke to stated that she will escalate the case back to the case owner who clearly failed to investigate the case properly. We need assistance.