Capitec – Fifth ***** Report Ignored, Case Closed Without Resolution, Escalation Imminent

I am done with Capitec!!!!

This is now the fifth time I am reporting the same unauthorized Apple and Google transactions, and nothing is being resolved permanently. Every single time I go through the same cycle: report the issue, wait, follow up, get delayed responses, case gets closed, and I am forced to start again. And the wait gets logner and longer each time.

Two weeks ago I submitted yet another complaint. Capitec responded with their typical standard pre written reply, and because I was away for business and could not reply immediately, they simply closed the case without resolving anything. No consideration, no accountability. Upon my returrnI, I had to reopen the case and wait another full investigation period, effectively doubling the waiting time because Capitec could not allow even a single extra day for my response. But they take their time!

This morning I went into the branch and, to be fair, the staff member I dealt with was helpful. However, I discovered that nothing has been done on my case. Absolutely nothing.

This is not a new issue. This is the same problem reported repeatedly, involving the same transactions and the same merchants. At this stage, the failure to resolve it permanently is not an oversight, it is a clear breakdown in Capitec’s internal processes.

We are now talking about more than R2500 that I urgently need, yet I am told to wait like any other new case. That is unacceptable. I am not a new case. I am a client reporting the same unresolved ***** for the fifth time.

What makes this worse is the inconsistency in how Capitec handles its own processes. In the past, Abi***l at the Constantia branch assisted me and, in her own words, pushed my case forward in the queue, which led to a resolution. This time she told me that this is not possible and that I must simply wait and i can not jump the queue. If it was possible before, and now that i am forced to wait 2 cycles of investigations then it's not possible. Refusing to do so while I am already delayed due to Capitec prematurely closing my case is unfair and unjustified.

The interaction was also disappointing, with a lack of urgency and empathy despite the fact that this situation exists because Capitec failed to properly resolve my complaint in the first place.

In addition, previous refunds were handled in such a disorganized way that transfers I made were immediately absorbed due to overlapping charges. This raises serious concerns about how transactions and reversals are being managed on my account. The merchant and Capitec refunded, leaving a negative balance on my account. On top of that they dare to charge you for inmsufficient funds, international transactions and a new card. Luckily the guy at the Constantia branch was sensitive enough to remove the new card fee.

At this point, Capitec is not only failing to resolve the issue, but is allowing repeated unauthorized transactions to continue while delaying corrective action. I will escalate it formally beyond this platform, including to the National Financial Ombud Scheme South Africa and the Financial Sector Conduct Authority, on the basis of failure to protect a customer from repeated unauthorized transactions, unreasonable delays in complaint handling, and financial prejudice caused by the bank’s inaction.

I expect immediate reversal of all unauthorized transactions, a full refund of all associated fees, and a permanent solution to prevent this from happening again.

I will not accept another generic 10-day investigation period while nothing changes.

Finally, I believe I am entitled to compensation not only for the direct financial losses incurred, but also for the repeated administrative burden, the time spent reopening and following up on the same complaint, the stress caused by ongoing unauthorized debits, and the disruption to my personal and business activities due to the unavailability of funds.