******* card charge and refund charges

Dear Capitec Merchant Services Team,

I am writing to formally report a merchant for non-compliance with the Payment Association of South Africa (PASA) regulations and the Consumer Protection Act regarding card surcharges.

On 27/03/2026, I attempted to make a purchase at the following establishment:

Merchant Name: Khula Gwayisa Investments (Reg No: ***)

Location: [Elandskop/ Mbabane Location]

Transaction Amount: R 11 490

Surcharge App****: R20 + R400 for his bank charges upon refund request

The merchant insisted on charging an additional R20.00 specifically for using a POS (Point of Sale) terminal. When questioned, they stated this was a "card fee."

As per PASA’s "No Surcharge" rule and the Consumer Protection Act, merchants are prohibited from adding a fee to the advertised price for card payments. This practice unfairly penalizes consumers for using electronic payment methods.

I have attached the following for your investigation:

The initial charge of what I purchased was R 11 490 but was charged R20 for using the card payment option.

What is worse is that after a few days I decided to ask for a refund of R7 590 on one of the products I had purchased and the business owner refunded me money that was short of R400, he said it was for bank charges on his side for the refund. He sent me R7 190. Please assist in the matter and getting my money back.

I request that you investigate this merchant’s agreement and take the necessary corrective actions to ensure they comply with South African banking regulations and I recieve the R400 bank for his own bank charges, cause he is adamant.

These are the people who tarnish your brand name by overcharging customers when its *******.

I look forward to your response regarding this matter.

Kind regards, Anonymous