Capitec Double Debited My Account Without Consent – Terrible Service and Zero Accountability

I’ve been a loyal Capitec client for years and have always made sure to pay my installments every month, even when things were financially tough. But what Capitec did this month is unacceptable.

On 24 October, my normal debit went through as usual. Then, on 31 October, Capitec double debited my account — without my permission, without warning, and without any communication. When I went to the branch, I was told to send an SMS for an agent to call me.

Since then, I have experienced the worst customer service ever. I was passed between nine different agents, each one either confused or uninterested. I eventually spoke to a supervisor named Thulasizwe Sibanyoni, who told me they would only refund 50% of the second debit — something I never agreed to. How does a bank just decide to take double and then only give half back?

Capitec needs to understand:

You cannot just move clients’ money without consent.

You cannot make decisions on customers’ funds without proper communication or authorization.

Respect and accountability are supposed to be the foundation of any financial institution.

I have been paying consistently, and now I can’t pay my rent because of Capitec’s unauthorized debit. I’ve been on calls for over an hour with no resolution, no empathy, and no ownership from your staff.

Capitec, this is financial negligence. Refund the full amount that was wrongfully debited and explain how this was allowed to happen. If this is how loyal clients are treated, I’ll be taking my business elsewhere.