Capitec ****med me

FORMAL COMPLAINT – CAPITEC CASH SEND MARKED AS REDEEMED BUT CASH NOT RECEIVED

I am lodging a formal complaint regarding a Capitec Cash Send transaction that is showing as “Redeemed” on my Capitec app, despite the fact that I did not receive the money.

I personally went to the ATM to redeem the Cash Send. When I attempted to withdraw the money, the ATM displayed the message “Voucher cannot be redeemed.” The transaction was therefore not successfully completed and no cash was dispensed to me.

I also want to make it clear that I did not successfully enter the secret PIN/code required to redeem the Cash Send. Despite this, the transaction is now showing as “Redeemed” on my Capitec app.

I am therefore disputing this transaction and requesting that Capitec conduct a full investigation.

I would like Capitec to establish and provide me with the following:

1. The exact date and time the Cash Send was recorded as redeemed. 2. The ATM/location where the system records the Cash Send as having been redeemed. 3. Confirmation of whether the required secret code was entered and accepted. 4. Confirmation of whether cash was actually dispensed. 5. An investigation into why the transaction shows as redeemed when I did not receive the money. 6. A refund/reversal of the full amount if Capitec cannot establish that I successfully received the cash.

I am willing to provide screenshots of the Cash Send transaction, the “Redeemed” status, and any other information required to assist with the investigation.

I did not receive the money, and I therefore cannot accept the transaction being treated as successfully redeemed without Capitec establishing exactly what happened.

I request that this matter be investigated urgently and that I receive a written explanation and resolution.

I am formally disputing the Cash Send transaction and requesting my money back.