Capitec *****

Good Day

I would like to report a ********** activity that happened on my Capitec Bank Account and was not resolved.

On the 5th of August (during the national system shutdown of Capitec Bank) around 2am there were two outgoing transactions that happened on my account for the amount of R274,58 amounting to R549,16 if you combine both of them and I reported it immediately when I saw the sms notification which was around 4am. They then said I can block the card and log a dispute to the company involved and I agreed then they gave me the reference number ***4. So I went and did a new card at the branch and obviously I was charged R70 for it. They said that the investigation takes up to 30 working days to be done and it will cost me R80 on each transaction which is R160 combined whether the money is refunded or not.

I then received another sms notification last night (19 August) around 11pm which states that the funds were not processed by the company in question but that was only for one transaction and they did not say anything about the second one, so I called Capitec ***** Department and they said that the matter is still under investigation that is why the funds haven't been credited into my account yet and they might not since the company says they did not receive the funds but is still to be decided by the investigators.

From my understanding, Capitec is a registered, recognized and insured bank and whenever there is a situation of this nature with a client's account, the bank in question should refund the client the missing funds immediately after the complaint is logged then claim the money back from the company in question but in my case that did not happen and they are still dilly dalling with me.

I have given up hope as I am not getting any positive response from the bank besides them saying I must wait as the process takes 30 or more working days but still it is not a guarantee of my money back even though they are going to deduct money from my account for starting the investigation. I am really not satisfied with the feed back as I have been calling them tirelessly and them not even giving me feed back. My worry is that this happened during thier system failer and other clients which I know use the same bank had the same issue and on the same day as me, they received thier money back with no problem but I haven't received mine. I'm even starting to lose faith.

Please may you by all means assist me with this matter as soon as you possibly can.

Thank You Anathi Jobo ***