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jR
jennifer R

1 reviews | Active since Jul 2011

09 Oct 2025, 15:33

Capitec protects Capital Loans instead of their client – Case ***4

I am extremely disappointed with the handling of my complaint (Case No. ***4) by Capitec Bank regarding a *****ulent debit order from Capital Loans.

Despite laying out the full situation and evidence of *****, Capitec has taken the lender’s side and closed my case with a generic response. I was told to stop the debit order via the app — yet the app clearly states that “this debit order cannot be stopped.”

So how is a client supposed to protect themselves while the bank allows unauthorised debits to continue? I had to resolve the LinkedIn debit myself and was refunded without any assistance from Capitec.

Capitec claims the mandate was approved via the app, but fails to explain how a *****ulent debit can remain “active” or why they refuse to intervene. Their response shows no accountability, no real investigation, and no protection for their clients.

I expect an escalation to the CEO’s office and confirmation that no further debits from Capital Loans will be processed against my account.

0
Replies (3)
Capitec Bank
Capitec Bank's reply09 Oct 2025, 16:36
Official
Good day Jennifer, Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day. Kind regards Capitec Bank
jR
jennifer R's update10 Oct 2025, 14:06
Reviewer Update
I am extremely disappointed with Capitec’s latest response regarding my complaint (Case ***0) about a *****ulent debit order from Capital Loans. Capitec admits that they cannot guarantee my account will be protected, that I should deal directly with the lender, and that the case is now closed on their side. This is completely unacceptable. I have provided full proof that the debit order was unauthorised, yet Capitec continues to side with the lender instead of protecting their client. They are effectively instructing me to manage the ***** myself, despite it being their legal obligation to assist in such cases. I am now escalating this matter to the National Financial Ombud Scheme and will ensure all evidence is submitted. It should not require a public complaint for Capitec to do its job and safeguard a client from *****ulent activity.
jR
jennifer R's update10 Oct 2025, 14:07
Reviewer Update
apitec’s response is unacceptable. My account was debited *****ulently by Capital Loans, yet they admit they cannot guarantee protection and advise me to deal with the lender directly. I have provided full proof, but Capitec continues to side with the lender instead of protecting their client. The case is now “closed,” but I am escalating to the National Financial Ombud Scheme. It is shocking that a client must go public to have their account protected.