Capitec online payments blocked – No 3D Secure push, SMS or WhatsApp authentication

I am extremely frustrated with Capitec’s ongoing failure to resolve my card authentication issues.

When attempting to pay online, I do not receive the required 3D Secure push notifications on the Capitec app. Instead, I am asked for a 3D Secure PIN (which I never set), and the system then returns the error: “The 3D Secure PIN number is incorrect.”

I have already:

Updated the Capitec app

Enabled notifications on my device

Confirmed online payments are activated and limits are set correctly

Deleted and re-downloaded the Capitec app

After reinstalling, I attempted to set up authentication again. I selected WhatsApp verification and received the error: “Unable to process your selection. We are aware of the issue and aim to have it resolved.” The SMS option is also not working.

I contacted Capitec Client Care, but they refused to assist remotely and insisted I must visit a physical branch. This is unacceptable for a bank that promotes itself as “digital-first.” My ability to transact online is completely blocked, which is urgent and highly disruptive. This problem has already caused me embarrassment and inconvenience, especially while traveling abroad.

I expect Capitec to:

Urgently resolve this issue without forcing me to visit a branch, and

Confirm what corrective actions will be taken to restore proper 3D Secure functionality.

If unresolved, I will escalate this matter to the Ombudsman for Banking Services and will strongly consider closing all my Capitec accounts.