Capitec bank refusing to return my money

Dear Capitec Bank Customer Service,

I am writing to express my profound disappointment and frustration regarding an unresolved incident involving your ATM at Centurion Mall on 6 February 2024. At approximately 7 PM, I attempted to deposit R150 into my younger brother's account using your ATM. After inputting his banking details and placing the R150 into the money slot, the machine displayed an "out of service" message and illuminated a red light around the cash slot. My R150 was not returned.

I immediately contacted Capitec customer service and was given incident number ***. I was informed that the issue needed to be investigated by the ATM team and that I would receive a callback within 48 hours. This callback never came. Four days later, I followed up and was told the investigation was ongoing. After a month, I called again and was told that my case was unknown to them, but they would escalate it and contact me. Again, no callback was received.

After another month of waiting, I called and was informed that the investigation was still underway. Frustrated but hopeful for resolution, I decided to leave them to complete their investigation. In mid-May, I visited a branch to inquire directly about my case and was rudely accused of attempting a ****, with no effort made to verify my claim via surveillance footage. The employee's dismissive attitude and refusal to assist were infuriating.

This issue has now dragged on for more than four months. I demand the immediate return of my R150, which your ATM failed to process. It is unacceptable that such a simple issue has taken this long without resolution. Furthermore, I am appalled by the rudeness and unprofessionalism of your staff.

Capitec would never allow a customer to owe even R1 without consequence; therefore, I expect the same diligence in returning my money. I insist on an urgent resolution to this matter and expect a prompt response to this email.

Sincerely,