***** Case Not investigated

I am writing to formally raise a complaint regarding an unresolved ***** case I reported to Capitec Bank, and the lack of follow-through from your ***** department.

On 2 June 2025, I was ****med by an individual falsely posing as an agent for a hot air balloon ride company. I acknowledge that this is a civil matter, and I am in the process of taking legal steps, including opening a ******** case against the individual involved.

However, my core concern is the inaction of Capitec Bank’s ***** division.

Key Facts: I contacted Capitec on three separate occasions starting 3 June 2025 to report the **** and to alert the bank that the ****mer is using a Capitec account.

I clearly informed Capitec that I have proof of the **** and requested that the account be flagged or frozen to prevent others from falling victim.

Capitec stated they attempted to contact me, but they consistently called the wrong number, despite me calling back and updating them each time.

I specifically asked to speak with the person assigned to the case, but this was refused on each occasion.

As of today, 17 June 2025, no one from Capitec has contacted me, nor have I been asked to provide the evidence I offered. This is now 10 days since the initial report.

My Concerns: Capitec’s actions (or lack thereof) raise serious concerns about the implementation and effectiveness of your publicly available ***** Policy. While the policy promises a commitment to customer protection and ***** prevention, my experience shows otherwise.

All I have asked is that Capitec investigate the case and take appropriate steps to prevent further harm to other innocent people. I am not requesting a refund—I fully understand the civil and ******** implications involved. My appeal was entirely in the public interest, and Capitec has failed to act on that.

I am therefore lodging a formal complaint with:

The Banking Association of South Africa

The Ombudsman for Banking Services (OBS)

Capitec’s lack of urgency, refusal to accept evidence, and failure to act in the interest of ***** prevention is deeply disappointing and dangerous.