Claim Hold

There has been a claim put on hold that was already successful and approved by Capitec Bank that had gone through to my mothers bank account which she later that same day transferred to my account. A couple of hours after she sent the money to me it was no longer accessible from my account but was still clearly there. There has been an appalling constant back and forth between departments for the last 3-4 days with no progression. I am extremely disappointed with the way Capitec handles claim processes following the passing of a client. Despite providing clear evidence regarding the source of funds and the purpose for which the money was sent and proof of the payment, Capitec continues to withhold access without transparency, compassion, or urgency. It is deeply upsetting and concerning that even when documentation is submitted and the situation is straightforward, the bank delays rightful claims, causing unnecessary stress and emotional strain during an already difficult time. This approach shows a lack of empathy for grieving families and a disregard for accountability in their internal processes. Financial institutions have a duty to protect yes, but also act ethically and efficiently when valid proof is provided. I hope Capitec takes this feedback seriously and re-evaluates their working methods.