Capitec System Failure Left Me Without Access to My Money or Support

Today I had a terrible experience with Capitec. I was at the Ebony Park Pick n Pay ATM trying to withdraw money sent to me via Cash Send. The ATM did not dispense any cash, yet when I checked my Capitec app, the transaction showed as redeemed.

I immediately contacted Capitec for assistance, but I was not helped at all. The consultant, Siphokazi, bluntly told me there was nothing she could do other than having to wait for 7 days. Despite explaining that I urgently needed the money to buy food for my household, I was told I must wait 7 days for an investigation to be completed.

I am literally left without food because of Capitec’s system failure.

To make matters worse, I had to request another Cash Send just to test whether my money was blocked or if the ATM might dispense it to the next person. This resulted in additional charges, which I should never have incurred in the first place. The second withdrawal worked, but that does not fix the original issue.

It is unacceptable that customers must suffer, starve, and pay extra fees because of system or ATM failures. Imagine having to get more money sent to your account, just to make another Cash Send, simply to ensure your original money isn’t accidentally taken by the next person at the ATM. This is absolute insanity.

This was pathetic service, and I am truly disappointed in Capitec. I have never experienced this level of disregard with FNB or Discovery Bank. They understand that customers’ money and circumstances matter.

Capitec seriously needs to do better