Capitec ***** - ZERO service and ZERO clue

You assigned this over a month ago and every call, every visit to the branch tells me the same thing.... NO FEEDBACK. In 12 months time it will be the same thing. Useless and pathetic service.... Now you are also fobbing me off with the same pathetic lack of action.

So today I call again and guess what..... the case has not even been assigned to a ***** investigator! We are a month in and it is not even assigned!!!!!! All that nonsense feedback about we are waiting for Bidvest to get back to us. I demand to speak to a manager in ***** and get someone whop tells me that the disputed transaction department has not handled it yet. Then I get told that at 14H45 an email was sent to Bidvest asking for feedback! I have been given that line since day one and fail to believe this at all as how can a top end ***** investigation team sit back and just email Bidvest constantly asking for feedback. As the ***** was happening we were on the line with Capitec ***** locking down all 6 family members accounts. The second Transaction happened in front of the Captiec ***** persons eyes but the money hopped over to Bidvest immediately we were told. After a month not a sole has tried to call me to give feedback? After a month not a sole has managed to get a response from Bidvest I am told. What level of cer*****y is there that Bidvest even reacted to the Capitec ***** Departments request as the ***** happened that they freeze the funds and accounts? No wonder ***** is at an al time high and continues to grow daily!

• Received an SMS today to tell me that case preliminary closed
• Funds apparently distributed from Bidvest in a series of cash send me transactions to the value of R2000 / R3000 each
• Capitec now completely washing their hands of this matter

Here is my HUGE issue:

• On the 5th of July we called in as the first ***** had just happened a few seconds ago

***** Agent sent instruction to Bidvest to immediately freeze the funds and any further downstream movements of the funds

• We continued the call and spent the next few minutes blocking 5 other family members profiles
• On completion of this the person in Capitec ***** helping us said a second transaction had just gone through
• A second instruction was sent on the interbank ***** process to instruct them to freeze the funds
• Capitec advise today that the funds went from Bidvest out on ATM cash send me transactions each to the value of R2000 or R3000 - this is not an instantaneous process and had to have taken a fair amount of time to do yet the instruction had been sent on the interbank ***** process to freeze the funds immediately
• I have been calling in at a branch and on the phone constantly every few days in the past month and have constantly been told we are still awaiting feedback from Bidvest
• Today the feedback from Bidvest is that the cash is in the wind via Cash Send Me transactions that would have take a fair amount of time to do!!!!!

1. THE SYSTEM AIDES AND ABETS ********S
2. THE INTERBANK "INSTRUCTION" SYSTEM CLEARLY DOES NOT WORK
3. THE BANK RELIES ON EMAILS AND NOT PERSONAL CALLS TO SEND INSTRUCTIONS OF A VERY SENSITIVE AND TIME URGENT NATURE
4. THE BANKS WASH THEIR HANDS OF ***** TO THE DETRIMENT OF THE CUSTOMER AND THE BENEFIT OF THE ********S
5. THE BANKS ***** DEPARTMENT INTERNAL CUSTOMER FOCUS AND CUSTOMER RESPONSIVE METHODS AND PROCESSES ONLY SERVE TO BENEFIT THE *****STERS AND NO ONE ELSE AS THEY ARE SLOW, UNRESPONSIVE AND CUMBERSOME TO THE BENEFIT OF THE ********

Matter now being elevated to the Capitec CEO's office and if needs be I will camp at your head office until I see him.

The process for CAPITEC is logged with Ombudsman for Banking Service...... and this is my post on Facebook in which I have tagged both Capitec and Standard Bank. If I get the same treatment from Standard Bank (where their systems allowed ***** POST locking down the accounts then I will be logging a case with OBS about this too.The banking systems aide and abet ********s to the detriment of the banks customers. All six of us will be moving our funds from Capitec as clearly their systems are severely lacking. After what I have been through in the past weeks I cannot face the possibly of perhaps having to tel my kids that their life savings to date got nicked due to incompetence at Capitec. So clearly time to find them a more secure bank that actually cares about their customers and not the ********s.I did warn Capitec that I would NOT take this matter lightly in anyway whatsoever..... CapitecStandard Bank - South AfricaNotes to OBS as follows"Phone ****** and hacked. Was on call with Capitec ***** blocking accounts as one tx happened. Closed 5 other family accounts on same call and whilst doing it another tx happened. ***K Capitec to Capitec to Bidvest. ***** helpdesk sent instruction to Bidvest to immediately freeze funds. I have comp**** with al docs needed and have chased every few days since 5 July on cals or in a branch. Constantly told "no feedback from Bidvest". I kept asking why no person picks up the phone to ask Bidvest and was constantly told that from the get go everything is done on e-messaging. Yesterday I receive d notification that Capitec were preliminary closing the case as Bidvest had advised that the funds were gone (after they had been instructed to freeze accounts being used within minutes and seconds of the 2 *****ulent transactions on the ****** and hacked phone. I was informed that a string of R2000 and R3000 send me cash transactions had been done from the Bidvest accounts. These do not happen instantaneous and with the ***** having been detected as we called in and the second tx whilst we were still on the phone I cannot accept that the case can just be closed with Capitec washing their hands of any liability. Clearly the interbank ***** systems are exceptionally loose to the point where they aide and abet the ******** element. Please note that I am currently travelling and the Police report I have saved as a pdf is too big to send through. Police report is ***/07/2023. I have managed to attach a further report covering the matter as there is also an ongoing matter with Standard Bank that I am chasing. If there is no successful conclusion here I will make a separate case with you for this as this one is scary as the ***** happened POST locking down the Standard Bank accounts. For now I would like to register and handle the Capitec matter. I can mail the doc that is too big to you on a separate email when and if you need it. Capitec does have all of this correspondence and I assume you can get it all from them.Capitec (and the downstream bank) are no doubt fully insured and as the matter was reported as and when the TX's were happening I expect my ***K back. Clearly the system banks use to stop ***** are seriously lacking as the ******* had ample time to move the funds after the instruction to freeze the funds was given by Capitec to Bidvest. If you look at the affidavit I sent covering ***** on Standard Bank accounts you will once again see that the ***** happened POST me locking down the current and home loan accounts. This indicates to me a system that lacks any form of substance at all in preventing ***** as in both cases the funds were distributed POST an instruction to lock accounts. I fail to see why I should bear the loss when banks are insured for this and their systems are clearly totally inadequate.

Hello Capitec - can you go read my update on my Standard Bank review and perhaps get this matter resolved.

I have just sent you the following email and copied the Ombudsman.

“Hi Bulelani
I wrote to you a few days ago and am writing again. We are now 2 months in to this matter and seem to be no further in terms of progress.
In terms of the case logged with The Ombudsman for Banking Capitec have until the 13th of September to answer before it moves to the next step in the process.
It would be really good to wrap things up ahead of this date which is less then a week away. I really would like to get access to my account again and be able to sort out month end with ease once again. My 4 kids are also asking when I will allow them to reactivate their accounts. Getting the matter resolved is standing in the way of going forward here.
Please could we move to a resolution ASAP and preferably ahead of the deadline given by the Ombudsman.Regards

Peter”

Took nearly 3 months, involvement of the Banking Ombudsman, hard line and words and an insistence on speaking to "management"... but repaid in full. Moved most of the funds to a more secure bank instantly as soon as I saw them!