Case number:***2 - duplicate online payment processsed TWICE

On 21 January 2021, I ordered and paid with my Capitec debit card for an Online purchase. Immediately, after making the payment On 21 January 2021, via online website of this clothing store, I got an SMS notification from CAPITEC of the R718 payment I just made – on the same day confirming the payment is processed. On Monday, 25 January 2021, the clothing store delivered the clothes via a courier company. On 26 January 2021, I got an SMS notification early in the morning, from CAPITEC, saying I just made a purchase of clothing items amounting R718. I was suspecting a ********** transaction and/or I was thinking this is an error therefore I vetted the Capitec SMS notification of 21 January 2021 with the 26 January 2021 Capitec SMS notification. The analysis informed that both SMS’ are legitimate so I called the call centre and received a consistent answer that is a very BIG convenience from my end, especially from a client experience perspective. 26 Jan 2021: When I called CAPITEC I was told there is nothing the call centre consultant can do since the matter has been escalated to the ‘CARD Dispute division.’ I ended the conversation although I was irritated and unhappy about the feedback. I felt inconvenienced because, for instance when you withdraw money at the ATM and for some odd reasons the money does not come out of the ATM, an SMS notification, gets sent by Capitec, immediately, saying the money is deducted, then immediately another SMS gets sent to say the money has been reversed back into your account. 27 Jan 2021: When I called yesterday I was very broke and my Gautrain Card needed to be loaded so that I can travel to work and from work to home. So, I was a bit forward and impatient, I told the CAPITEC Consultant that I am aware of the My Case#: ***2 has been escalated to the ‘CARD Dispute division thus I propose the following for a swift reversal and paying back my money: 1) visit to the branch, or 2) the consultant must provide the number of the Card dispute division so that I escalate myself. But both options were not feasible. I was very upset this time around but di not want to be rude, so I dropped the call. 28 Jan 2021: Today, my gautrain card is empty, and I negotiated with my supervisor to work remotely today. So, now, thanks to CAPITEC, I am working from home and exhausting data through WIFI that is supposed to be used by my 8 year old daughter for educational purposes and my partner for work purposes. So, I called again with regards to My Case number:***2. I quickly provided my details and provided the CAPITEC Consultant with the answers to security authentication questions. I presented the sequence of 21-27 January 2021 events to the CAPITEC Consultant and I asked: 1) the service level agreement of the Card dispute division. 2) The approximate date I can get the R700 paid back, and 3) the contact details of the senior manager or an executive from the CAPITEC Card dispute division who can expedient the matter. But in all three of my requests the answer was ‘NO’- ‘Do not know’ – ‘wait’…….

Now I was really frustrated and I do not have enough fuel to last until month end, so I realised I NEED this R700 be as insignificant as it is. It is mine and I NEED during these tough times. Then my partner suggested I create a profile – for the first time – on HELLOPETER hence this review is uploaded – the intention is to get my mR700 PAID back to my account. I really do not understand, why is CAPITEC keeping my R718 [to be exact]. My partner said “They do not care about you and your petty R700, but I am sure they care about their reputation, so, baby, let’s see what will CAPITEC do when they read your review on HelloPeter…”