Capitec took R1,037 without my consent and will not resolve it

I opened a new Capitec account through the app on 12 September 2025. The sign-up was smooth. Later that day I received a payment of R1,500. When I checked my banking app, I saw that R1,037 had been deducted from my account without my authority.

I called Capitec on 12 September. I was told it was being investigated and I would get feedback the next day. No one called me back. I phoned again and was told by a team manager to visit a branch for fingerprints so I could get immediate assistance.

On Monday, 15 September 2025, I went to the branch, did the fingerprints and asked for the agreement that supposedly shows I owe money. I was told it is in the archives and would take about two hours to retrieve. Today is Wednesday, 17 September 2025, and I still have no feedback.

Two different consultants have told me the account in question is paid off, so they cannot explain why money is being deducted. I have never had a Capitec savings account. The only product I had was a loan in 2012 under Global One, which was fully settled. I see nothing in your terms that allows you to debit my account without my consent.

I have called multiple times and keep hearing that it is still under investigation. This is unacceptable. I needed those funds for electricity and Capitec is withholding my money against my authority.

Please refund the full R1,037 into my account immediately and send a written explanation confirming the error and that no further unauthorised debits will occur. If someone at Capitec can assist, contact me today to resolve this.