***** claim not settled - Capitec

I am writing this on behalf of my mother you has fallen victim to ***** on her bank account. In the beginning of April when my mothers debit orders were due to go off, they went off and were immediately reversed and funds were then transferred to another bank account. All of this happened in one fast transaction from reversing to transferring the amount. My mother wasn't even aware what had happened until she tried to use her bank card and it was declined. Due to this happening her accounts were stopped and blocked due to non payment. This was reported to Capitec and she was told it can take up to 14 days to be investigated. 14 days came and went and no answers were provided. Come the end of April this had still not been resolved and now all her creditors were expecting to be paid a double installment. This put my mother in a serious financial predicament as her money had still not been returned and she was now expected to pay double. We are now sitting on the 11 May just to be told that they would only be able to R2600.00 as that's all that could be recovered and the balance would not be paid to her and the account it went into is empty, no surprises there. So she needs to be happy with the R2600.00 payment as it is what it is. Oh and it takes up to 14 working days to do the refund, please explain how loading and releasing a payment can take so long?

This is totally unacceptable and in my opinion not a resolution at all. The fact that someone was able to reverse her debit orders makes me think this was done by someone in the bank who would have access to do this. This is ***** and ALL the money taken out of her account should be refunded to her not just the portion they could recover.

The best part is when they say that the money that was taken was deposited into that account and taken out immediately so they cant get it back, well honestly if someone *****s your money do you think they going to leave it in the account to be taken back?

The worst bank to bank with and terrible customer service trying to get this matter resolved.

If Capitec cannot resolve this, it will be taken to the ombudsman.