Capitec Bank *****

I want to express my grievances with Capitec Bank. On Thursday 17 June 2021, I received a call from ***. The lady introduced herself as Portia from Capitec ***** department. She asked if I have an account with any leisure company that has to be debited. She further on said that there are ******* activities on your account. She quoted my personal details before she referred me to another line. She told me to open my app to see if it is working properly and that they want to refund all my money that has been taken from my account without my consent. It was at that moment that a notification came in and stated that there is a deduction of R19450-00 from my account and was deposited to T Thangwane1 which appeared as a bank notification. After I realized that I was ****med I went to Capitec in New Town to report the matter.

When I got to the bank I was assisted by a bank consultant who called the manager. The manager and I went to print out my bank statement, of which the bank statement concurred with the sms notification.

The manager said he is going to African Bank and I asked if I am to follow him and he said it's not necessary because African Bank is opposite to Capitec. When he came back he said he found the account and it belongs to Mduduzi Mthokozisi Majozi with account number *** and they have frozen the account. The consultant who I was waiting with suggested that I should go open a case. I asked the manager why can't African Bank reverse the transaction but he said they cannot do that, yet he said he was able to go through the confidential of the bank because they have a good relationship. This surprised me because how can allow other people to see clients information. The case number is 491/6/2021 and the investigating officer is WO C Van Niekerk. The investigating officer said to me he will ask for call records using section 205

Then on the 18/06/2021 I submitted an affidavit stating the ordeal so that they can send it to the forensic investigation of Capitec. They then said the forensic investigation office will call me within 7 working days of which I never received a call.

On the 25th of June 2021 I went to the same back since they did not call me back and I was told they are still investigating. On the 1st of July 2021 I went back to the bank to enquire about the suspension of my app and sms notifications. They told me that it maybe because they are investigating my case, my app and smses will be suspended. I told them I'm still waiting for the call and they said they are still investigating. They told me that it might be that there is a backlog of ***** complains.

On the 6th July I received an sms from Capitec saying that they have been trying to call me but they couldn't find me and that I should call them back. When I called a lady by the name Lydia Xaba said to me I am a victim of Phishing and that they should ask African Bank to refund me R81 and I refused because I want my money back. It is the responsibility of the bank to protect their client at all costs.

I went back to the bank to get to the bottom of the matter and he said it is not his responsibility to investigate. The manner in which he spoke to me was very undermining and dismissive.

I am asking for asking assistance.