CAPITEC BANK : RUSTENBURG // INCIDENT NO : 6***

On 25 November 2019 at +- 09h58 I inserted my CAPITEC bank card at the ABSA auto teller at Pick & Pay Quick Shop Rustenburg. I typed in my pin code and noted that nothing was happening and I immediately cancelled the transaction but I did not receive my card back. I re typed my pin code in again and still nothing happened. I immediately tried to phone the stop card section on ***but could not get through. I then drove to the nearest Capitec bank. I only managed to get through to the stop card section at 10:08 but then did not even get to speak to a consultant as I got cut off. I went into CAPITEC bank and spoke to the branch manager Olebogeng and Melanie. The branch manager immediately phoned the Stop Card Number 086 102 043 but after holding on for very long and getting no answer she asked Melanie to get another phone and phoned the Branch Support Number – Help Desk and her call was answered by them. At no stage did the Branch Manager get through to the Stop Card Section that I also tried to call. CAPITEC bank was off line. The incident was reported by the Branch Manager to the Branch Support Number – Help desk and not the Stop Card Number. I feel that I did everything I could by phoning the Stop Card Number and by immediately driving to the nearest Capitec Branch to report the incident because I could not get through telephonically. In light of the fact that not even the Branch Manager could get through to the same Stop Card Number that I also could not get through to I feel that my incident merits that I be re imbursed by Capitec Bank. Capitec bank are off line on a daily basis. My husband and I went to Capitec Bank 3 days after each other for a dispute on a debit order and were told they are off line and to come back. Today I could not even get hold of the Stop Card Section and neither could the Branch Manager. This is not acceptable that such a simple thing as phoning to stop a bank card cannot be done because there is no answering of a telephone.

The following amounts were withdrawn; R4.999-99 by CALVIN TRANSPORT in CAPE TOWN A cash withdrawal of R4000-00 from SHELL N4 PLATINUM RUSTENBURG A cash withdrawal of R200-00 from SHELL N4 PLATINUM RUSTENBURG

Should I not be reimbursed I will take the matter further with the Small Claims Court and the Ombudsman.