Capitec IT hiccup wreaks havoc with credit card and loan payments around 15 July 2023

Complaint sent to ombudsman on 29 Jul, 2023 with two zip files (that were also sent to Willowbridge Capitec branch) Reference Id-20M4LPNE

Capitec had an IT hiccup on or around 15 Jul 2023.

That was the day my credit card payment was due.

My account is configured to pay the entire amount automatically from my savings account ***)

I had even received an SMS from Capitec when the previous period closed informing me the full amount of R29813.82 would be collected on 15 Jul. The Jun credit card statement also said as much.

However, due the IT hiccup, only the minimum payment of R1490.69 was debited.

I didn't realise this for a couple days because I wondered why I still had so much money in my savings account.

On 18 Jul, I emailed *** and got a swift reply with *** with the following text: "Our IT team has advised that an error has occurred regarding the credit card debit order collections, however, they are working on resolving the matter as soon as possible.

Kindly allow for sufficient funds in your main account for the time being, alternatively, you may make a manual payment via the App.

Please accept our apologies for this inconvenience.

Thank you for allowing us to attend to your query. Feel free to contact us in future."

I thought they would sort it out.

But a few days later, on 21 Jul, I received the Jul credit card statement and to my horror, saw that not only had they not taken off the rest of the automatic payment as per normal, they also charged me R782.62 interest!

Since I always pay off each month's credit card amount in full, I don't ever pay any interest at all.

Then, firstly I paid the difference of R28323.13; and secondly rep**** to the bank's apology email several times without response.

Then I tried to follow up with Capitec's WhatsApp chat to no avail. I asked to have the issue escalated to a supervisor and no one contact me via phone, WhatsApp or email.

So today, 29 Jul, I went in to the Willowbridge branch. They tried to help but their credit card people (on phone) refused to deal with it, as they cannot do so on weekends? As I was listening, I was baffled that the credit card support could not comprehend what had happened even though she acknowledged knowing of the IT errors; and further, heard from the branch support that this happened to many people with their credit card payments, and also for loan payments, there were double debits, and all kinds of other errors around 15 Jul.

Firstly, I would like a) the interest refunded/credited, b) reassurance that I won't be charged any interest moving forward, and c) that automatic monthly payment in full will return to normal.

Secondly, I would like to ask that the ombudsman make (a), (b) and (c) happen for *every Capitec client that was affected*. Judging by the response from Capitec customer support by phone, email and WhatsApp, that's not the case and Capitec stands to make potentially millions of rands from *their* mistake from unsuspecting customers and/or customers that don't take the time to complain because of its apparent futility.

Lastly, if this really is part of their business model, I would like advice on how to pursue a class action suit against the bank for this predatory and bullying behaviour.