Capitec Security Failure on App

Dear Capitec and to all Capitec clients,

This is my grievance and I am sure to all Capitec Clients this will be a big concern. On Friday the 12th I ordered Pizza with the online portal of Romans and as all Capitec clients knows when purchasing online there is a security function that needs you to Authenticate the approval in your Capitec App. The order was placed and Authentication was given and the purchase went through. After midnight on the 15th I was woken with a notification that there was a payment made to Romans Pizza with the exact same amount as my purchase of Friday. There was no Authentication asked or to approve the purchase. I then decided to go to Capitec the afternoon of the 15th to have them correct the payment and state why this has happened. Firstly, Capitec is not a start up bank and has been operational for a while. When people choose a Bank you would expect that your money would be safe. I sat down with the consultant and explained what had happened. She opened my account and could clearly see that the payment was deducted. A Phone call was made to what I assume is a higher Branch. The lady on the phone explained to her due to the payment that went trough and not pending there was nothing that they could do and I needed to go to Romans and approach them. This was the level of service that Capitec could not help me. Pathetic, as it was not my problem to solve as I was not the one who made the error but yet clearly Capitec was no assistance. I asked her how could this have happened as surely there is security measures in place like the Authentication in the Capitec App to prevent money from just being taken from your account. Capitec could not give me and answer and clearly blamed as they stated the Merchant” of this. I confronted the consultant and stated that how can Capitec blame the merchant as Capitec must surely have security measures in place. None of this was in place and clearly there was money taken out of my account. After no help from the Capitec I left in a furious state and on top of that I am 38 weeks pregnant. I had to travel now all the way to Romans, waist my petrol on a issue that was not mine to begin with. This was clearly a Capitec problem!! Arriving at Romans I then had to re-explain why I was there. Funny enough Romans was aware of the Capitec issue. How can Romans be aware and not even Capitec Employees. Is this the level of service that Capitec provides their clients?? With a complete explanation and apology from the owner, I am still left with no answers I am still waiting on my money to be paid back and Capitec clearly just blames Romans Pizza for their mistake. So my question to Capitec is: How could you as a mayor bank allowed a payment from a clients account without Authentication. This just shows how unsecured Capitec has become, and this is a raise for concern.