***** case

Good day, Client care centre I am writing to complain about the service I have received at Capitec bank. Money was transferred through a cash send system out of my account at the beginning of 03 March 2023. I didn't receive any notification but on 04 March 2023 Saturday during the day I opened my app and I realised, There is money missing. I called client services and was advised by a ***** consultant to do an affidavit and a certified copy of an ID. I did that and took it to the branch only to be told I should open a ***** case. I went to open a ***** case the police said I should at least find where the money was withdrawn so that they have information on where to start with investigations. I went back to the branch and a consultant called the transaction department who informed us she could not see where money was withdrawn. I have to keep travelling and spend money during these the trips to the police station and Capitec branch and they are far apart. My question was how is that possible because a cash send can only be withdrawn from registered merchants and Capitec ATMS.

Then I was informed the case is being investigated, during this time I lost out on a school workshop I had to attend. I went to the branch on 31 March 2023 Friday to at least find proof that I can send to the University to indicate that there is an ongoing ***** investigation, Money was embezzled so I could not afford to go to the workshop. I was told such proof could not be generated. I have lost money and I am losing a University workshop that is critical to my studies.

I then asked the consultant about where the money was withdrawn and she called the head office and was informed at Mokopane. Why was this information not disclosed to me so that I could open a case? I further asked a consultant if I should still go and open a ***** case, she said she doesn't know Why should I even wait to go to the branch to receive information, Capitec hasn't given me any information. The consultants tell me different stories every time I go. Where is the urgency in dealing with my matter. only when I complained this Friday 31 March 2023 on my 8th visit to the bank, after I complained about knowing anything about the status of investigations. I was given a WhatsApp number which is not very detailed and cannot be printed and used as viable proof for the University. I am utterly disappointed in the service at Capitec, firstly by funds that were accessed in my account without my permission. Funds were withdrawn in Mokopane where I have never been. I didn't receive any notification. I have never sent a cash send of more than R300 and how can thousands be withdrawn that easily. Secondly with the consultants who seem not to have information about anything until I complain and thirdly how No one could assist with proof I needed for the workshop. Please note when I called on Saturday 4/04/23 I was given a reference number and when I got to the branch I was told it was invalid. I have been visiting the branches to find out how my case is handled, I haven't been given a reference number yet. It's been a month.