Capitec ***** Department processes

I was a victim of a Telegram Investment *****.I used my Capitec Account number to make deposits amounting to R17 400 on the 13/04/2024 As soon as I realized that I had been a victim of *****,I limmediately on the same day notifified Capitec ***** where I was provided a case number of *** and was told the turn around timewas 7-14 working days and that I need to Open a police case (SAPS CAS 293/4/2024) and submit a copy of my ID of which was done on the 14/04/2024. Since then I have made several follow ups regarding this case and I was provided feedback that R1200 was placed on hold and the other funds are being chased. After numerous calls in an attempt to get feedback -Capitec sent me from pillar to post and in turn closed my case and opened a new one under case *** I spent hours on end trying to get resolution on the matter with no one from the bank instead I was being asked whether I have submited the documentaton.I submitted the documentation on the 14/04/2024 and I was still being asked for documents.I am also very frustrated by the different individuals providing me with different TAT.I was first told 7-14 working davs then 14-21 days and then up to 60 days.I have been cooperative with the bank even disclosing other aacounts linked to their bank that the *****sters were using.

I was the one doing follow ups with no assistance provided instead | was sent from one department to another. The case was logged with all different generic mailboxes dealing with complaint’s ,furthermore I escalated the matter to their social media account with no luck-instead | went around in circles.I asked for an escalation point which I was denied access to.

All individuals whom I had spoken to had different feedback to provide.I even escalated the matter to Ombudsman as I feel had Capitec Bank had urgency the case would have been resolved by securing at least funds the they had placed a hold on.Instead ,

1.There was lack of urgency on the case and lack of feedback.

2.I was told an investing officer would make contact with me regarding the resolution of the case-which did not happen instead they kept on closing all cases logged without communicating with me.

3. Their ***** process is not working as it should(I sent out the required documentation within 48 hours but i was still requested documents several times)

4.Being denied of an Escalation point -after numerous attempts to get one.Furthermore each time I ask to speak to someone senior I am told they are not available they will request a call back -which never happens.There’s other times where I was told they will get a leader on the line and I was put on hold for almost an hour.

5.An e-mail was sent by the team stating to place an amount of R1200 on hold but no reimbur*****t of the amount.

6.I tried to collaborate as much as I could to play my part in assisting the team but seems like I was the only one playing my part.

7.Different turn around times communicated to me by different staff members.

On the 31 May 2024 I recieved an e-mail stating that the claim was denied after logging this issue on the 13 April 2024. This communication was not even provided by an investigating officer.

The Telegram **** is still ongoing and I have provided the bank with various accounts the ****mers are using. The ****mers make use of different Capitec account of which some of them are business accounts.My questions remain- is the large movements of monies not flagged by the bank as suspicious activity and prior to opening up so many business accounts- does Capitec Business not follow proper processes and procedures to checks and validate a business before opening up a business account.

In addition ,I called Capitec bank on the 3rd at 6:30pm and spoke to Thandeka Khoza from Capitec ***** who mentioned that there are amounts on hold -they are currently awaiting feedback from Absa once they are done they will call me to confirm how much they could recover from Capitec and Absa and reimburse me.

Again,this speaks on the processes not followed at Capitec bank.I received an e-mail stating the case was closed today ,again this information was provided by an agent and not an IO.

I plead you to look into this case-as this was exhibit A of the lack of processes within the Capitec ***** department of which she said she would raise.