Cash Send Voucher theft at Capitec

What I’m about to share reveals a troubling security risk and has financial implications for all Capitec account holders who have experienced this issue and continue to. Not only that but it does not inspire confidence and trust in their system and customer service.

The response to this issue implies that CAPITEC BANK is saying to me “Any issue involving cash send vouchers not reaching or being withdrawn by intended recipients is the fault of the sender” this is irregardless of the fact that you only sent it to a specific recipient.

I sent a Cash send voucher to my sister in Johannesburg. When she attempted to redeem it, she got a reply slip from the ATM saying “Voucher cannot be redeemed”. Upon preliminary investigation they found that voucher was redeemed in Idutywa. I have no contacts in Idutywa or anyone I could have accidentally sent it to over there. I only sent the voucher to my sister who is in Johannesburg.

Capitec responded by saying “unfortunately records reflect that the voucher was successfully redeemed and no atm irregularities or downtime errors found”

My question to Capitec is how it possible for someone in Cresta mall in Johannesburg who knows nothing about Idutywa? This is a major security breach, given that this isn’t the first time this has happened. I once sent a voucher to my mother who needed it urgent for travel, that voucher was redeemed in a place she has never been to. Luckily that time they did manage to reserve the voucher.

This time around they did not do so. I have no reason to falsely any claims. I don’t even like complaining but this is serious because it impacts my finances and relationship with this Bank. I will be approaching the Banking Ombudsman regarding this matter.