Capitec Closed My ***** Case Without Feedback

I’m really disappointed in how Capitec has handled my ***** case. In August 2024, I reported a *****ulent transaction and followed every instruction they gave me — including opening a police case and submitting all the supporting documents at the Zevenwacht branch. My case number is ***2.

Fast forward to now — I was navigating the app when I noticed the case had been closed as “resolved.” No one contacted me. No email, no SMS, nothing. I had no idea what the outcome was or what happened to my money. I followed up and spent time on a long call with one of Capitec’s agents. After explaining everything again, I was told that the case had been abandoned because “no documents were received.” I couldn’t believe it. I had personally submitted those documents at the branch months ago.

Two weeks ago, I even went to the branch to try and get help in person — still no clarity. How does a case get closed without telling the client? And how do documents just disappear? I’ve done my part. I reported the *****, followed every instruction, and now I’m left completely in the dark. This experience has shaken my trust in Capitec.

I’m asking Capitec to please:

Reopen and review case ***2

Explain what happened to the documents I submitted

Give a clear update on the funds involved I’ve banked with Capitec for years, and I never expected to be treated this way when I needed help the most. Please do the right thing and sort this out.