Capitec Bank – Unacceptable Delay and Broken Promise on ***** Case

I am extremely dissatisfied with Capitec’s handling of my ***** dispute. My ***** case has now been ongoing for over three months, with absolutely no resolution. Every time I contact Capitec, I am told the same thing: the case is “active and waiting for an investigator.” There is no progress, no updates, and no sense of urgency. What makes this even more frustrating is that I was instructed to contact the merchant myself, and informed that only if the merchant fails to respond would Capitec issue a refund. This places the responsibility on me instead of the bank, which is unacceptable for a ***** case. I was also promised a provisional refund, which should have been issued immediately while the investigation was ongoing. This has not been honoured, despite repeated follow-ups and assurances. Three months is an unreasonable timeframe for a ***** investigation, especially when customers are left chasing answers and doing the bank’s work. The lack of communication, accountability, and follow-through has seriously damaged my trust in Capitec. I expect Capitec to finally take responsibility, issue the promised provisional refund, and bring this matter to a proper conclusion.