Card Replacement terms

Review for Hellopeter:

I visited the Capitec Bank branch at Middestad Mall, Bellville, to withdraw money. However, the ATM swallowed my card and displayed an "out of service" error message. I went inside the branch (2173) where the Custodian, whose name I unfortunately didn't catch, gave me a ticket and advised me to inform the service representative. She also mentioned that they might waive the card replacement charge.

When I asked about the charge, I was surprised to learn that there would indeed be a fee, even though it was a Capitec ATM I had used. Yonela assisted me and while she knew what to do, she confirmed that I would be charged as per Capitec Bank's policy.

Given that I still had cash, her colleague suggested transferring the ZAR 70 into another account I had with the bank and then withdrawing it. However, I explained that this account had terms and if I made a withdrawal, I would need to request an unlock fee of ZAR 31.53.

Despite my explanation, all representatives insisted that the other account did not have such terms. Frustrated, I requested the serial number of the ATM that swallowed my card, which they provided as either 3355 or 3354 (the second-last ATM).

After speaking with a Capitec customer service agent, who was delightful and with whom I had spoken about a week ago, it was confirmed that according to the bank's policy, I would need to pay for the card replacement. She sent me a copy of my Mastercard agreement, specifically section 7 (Exclusion of Liability), which essentially states that for lost or damaged cards, the client is liable, as well as for any transaction malfunctions on any ATM machine.

This experience highlights the importance of paying attention to the details, especially when it comes to banking policies.