Capitec bank misconduct

I am so disappointed with Capitec services as i will wish this reaches senior management .Capitec failed to act when R11,000 was mistakenly paid into one of their accounts. Despite urgent reporting, they refused to escalate, verify, or involve their ***** team — leaving me powerless and financially distressed. This negligence undermines customer trust and demands accountability.

On 19 December 2025 at 01:31 AM, I mistakenly transferred R11,000 from my FNB account to an incorrect Capitec account due to two digits being entered incorrectly.

I immediately contacted FNB at 02:24 AM and completed a recall form. Ten days later, FNB advised that the transaction could not be reversed because it was a “Pay and Clear Now” payment.

Recognising the urgency, I contacted Capitec at 06:00 AM and later visited their Lakeside Mall branch in Benoni. Despite explaining the situation clearly, Capitec staff and management refused to assist, repeatedly telling me to “go back to FNB” even after I explained that FNB had already declined to help.

Why Capitec’s conduct is unacceptable:

• Capitec was the receiving bank and had a duty to escalate the matter internally. • No attempt was made to freeze the funds, verify the recipient, or involve their ***** department. • Staff responses were dismissive, citing “POPIA restrictions” without offering any practical solution. • I was denied the opportunity to present my case to Capitec’s ***** or risk team. This lack of action undermines customer trust and sets a dangerous precedent: if banks refuse to act when funds are mistakenly paid into their clients’ accounts, ordinary consumers are left powerless. Capitec’s refusal to take responsibility shows negligence and disregard for the urgency of the situation.

My Request:

I am demanding that Capitec:

1. Conduct a full investigation into the recipient account. 2. Disclose whether the funds were accessed between the time of payment and my first report. 3. Take accountability for failing to act with urgency and reimburse me the R11,000. This matter has caused me significant financial distress. I reported the error immediately and acted in good faith, yet Capitec failed to provide even basic assistance. I expect urgent resolution and accountability.

Kind regards,

Fikile Khumalo

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