Capitec’s Negligence Towards a Disabled Young Woman — Still No Refund After 13 Days

I am writing this on behalf of my disabled cousin, a resilient young woman who uses her disability grant to run small side hustles and support her family. On 4 July 2025, she made a payment via Capitec to a customer, but the money never reached the recipient.

She immediately went to a Capitec branch the next day (5 July) and was told an investigation would be launched. Since then, she has had to make multiple calls — with no consistent updates, no clear feedback, and not a single call back from Capitec.

Finally, on 15 July, she received an email (attached) saying the issue was resolved and the refund would reflect in her account by 16 July. As of today — 17 July — the money is still not in her account.

Capitec, how can you treat customers this way — especially one who already faces physical challenges? It takes so much effort for her to visit the branch and make these follow-ups. A major bank like yours should not allow vulnerable customers to be treated this carelessly.

Where is the urgency? Where is the accountability?

This is not just poor service — it’s deeply *********.

We expect an immediate resolution and formal apology. The money must reflect without further delay, and Capitec must do better for customers who depend on their services to survive. She is now labelled as a ****mer in the community because this is effecting her business