Capitec Ignoring ***** – CashSend Sent While Phone Was Off

Complaint: On 1 June 2025, my son's Capitec account was *****ulently accessed while his phone was off and in his possession. Three CashSend transactions (R990, R440, R300) were sent at 00:07 AM and redeemed later that morning (11:38–11:40 AM) in Durban. We were in Port Elizabeth at the time.

Capitec has refused to investigate properly or open a ***** case. Their consultant claims the app was "active," despite the phone being off with a dead battery. No notification was received, no login alert, and no logical explanation was offered. Instead, we were blamed and told to change the password.

We have:

Phoned support multiple times Emailed the ***** team Gone into a Capitec branch Tried posting to Twitter Yet we still have no resolution, no investigation, and no security steps taken. Capitec refuses to provide any technical evidence or logs showing the device used.

We demand:

A formal ***** case to be opened IP/device/location investigation Temporary block of CashSend Reimbur*****t of the R1,730 ****** If this is not resolved, we will escalate to the Ombudsman for Banking Services. Capitec’s lack of accountability is unacceptable.