Complaint

Good morning

I hope this email finds you well.

My name is Elize Grobbelaar, with id no *** 086.

Today I am writing this email with great sadness and frustration.

I was having a really bad week last week.

My 24 year old daughter was placed in a mental hospital because she was suicidal. My husband then had a seizure during our birthday spur breakfast celebration on Wednesday morning for my 12 year old daughter. I had to rush him to the hospital and still make like nothing was wrong for the sake of my daughter.

My husband came out of hospital on Thursday. I then bought him kfc, biltong and cooldrink…all with my card.

On Thursday night I had to visit my daughter in the mental hospital and buy her some stuff.

I was standing red faced in front of the teller asking her to try my card again as I had R497.00 in my account and the stuff I bought was R91.00

I had to take my 12 year old’s birthday money to buy her sister’s stuff.

When I came home after visiting my daughter, I saw on my Capitec app that all my savings accounts is missing.

I had a sleepless night and still had to go to work the next morning.

I called the Capitec call centre on ***at 13:45 on Friday, who advised me that my account was closed and that they can’t see why and that I needed to go into the branch.

I did not receive any phone calls or sms’s from Capitec informing me about anything,

My manager did not want me to leave work earlier because of the time I was off already because of my family issues.

I went to the Parow Centre branch after 5 and was assisted by Gali.

Gali did her best to assist me, but could not really assist me as your forensics department closed at 5.

All the other agents in the branch was looking at me like I was a ********

Gali explained to me that my account was one of many that was used to transfer money from a client’s account using mobile banking and the funds was taken out immediately and this is why I did not get a sms to tell me that there was money that came in and went out again. Again…I do not have access to your systems…so how would I do that?

I then went to the bank at 9 am on Saturday and was assisted by the stand-in manager who managed to speak to forensics who told them that they needed to speak to unauthorised transactions.

The manager then advised me that I needed to give in a copy of my id and an affidavit to confirm that I had no idea of the ***** going on in my account.

I then went to the police station immediately and certified a copy of my id and did the affidavit.

I then went to the parow centre branch again, but the manager was not available and I left the documents at the reception lady.

As I was walking to my car I received a sms to tell me that my account was closed incorrectly and Capitec apologise for any inconvenience.

Still no call or anything.

I was so happy that this issue was sorted out. I went to the shop to buy coffee. Again to stand red faced in front of the same teller, because Capitec decided not only to close my account but to cancel my card also.

So they corrected their error by opening my account, but did not activate my card again.

I had to transfer money to my daughter’s account to have access to my own money.

I did not have the strength or time to go to the bank to sort out the card and we were trying to catch up with my 12 year old to try and make up for her birthday.

On Sunday morning when I woke up I received a sms stating that Capitec refer to my phone call and the account is now closed as requested.

And they I owe you R195.

So, instead of going to church like a normal person, I had to go to the bank.

This time I was helped by the bank manager Bakwethu.

He was on the phone for so long and I had to sit there in silence not even having my husband to calm my nerves

I then grabbed my card from his keyboard and told him to leave everything.

Bakwethu asked me to allow him to assist me by sorting out the issue and managed to reverse the duplicate transaction on my account.

I just want to bring the following to your attention:

I’ve been a client of Capitec for more than 11 years. Yes, I do struggle financially, but I’ve never ever in my life ****** anyone else’s money. This is a total slap in my face, demeaning and defamation of character. I am making an appointment with my lawyer to chat about this defamation of character. I was ****** at the atm on 20/08/2021 and my card was grabbed. I immediately opened a case at the police and came to Capitec. The guy was so nonchalant that he did not even take the case number and still charged me for a replacement card. But then he did not do his work and apparently did not link the card with the correct again. Not my fault. I am not working on your system to make sure everything is done correctly. He did not even show compassion for the traumatic event that happened to me and seemed like I was irritating him while telling him the story. Like it was my own fault. I am struggling so financially that I had to go to a loan shark that is eating all my money because my own bank put a tracing company on me…even being their client for so long. They made like they can’t trace me because I had to place myself under administration and did not receive the money I paid monthly Even Vertex was very shocked to find out that I’ve been a client of Capitec for so long and they still hired them to trace me to make arrangements for the repayments on my loan. And then you still had the audacity to keep the only money I have away from me in one of the greatest times of need in my life. I am working for a financial institution. Can you imagine what my work will do if they found out my bank closed my account because Capitec are accusing me of being a *********. Another slap in my face and a real knock on my reputation. When I was in the branch on Friday night. All the agents in the bank was looking at me like I am a ********. I do not have access to your systems. How will I be able to ***** money from someone else’s bank account. The other thing. When you go to the shop to buy something with your card, you do not have the option to choose from which bank account the money must come from. My savings account that had money in is my primary account. It is not my fault that the people in your branch did not do their work properly. My cellphone has been cut by Vodacom due to non-payment. So on 03/04/2022 I changed my cellphone number at the parow centre branch. The person helping me also did not notice that my card link is incorrect and I did explain to him that I am trying to do an internet payment for my webafrica account. I felt really sorry for the manager who helped me yesterday because I’ve been really emotional and told him not to issue me a card because I am not interested in being your client any longer.

In conclusion….

I am very hurt, feeling really demeaned and ashamed of everything that happened and nothing about this situation was my fault.

I was told to bring in documents that was not even being needed to re-open my account and then when my account was re-opened I could not even use my card.

No one from the bank ever called me or send me a sms to call the centre to talk to me personally about this situation.

Please make sure that I will have access to my salary tomorrow or I will take this case further

A not very happy maybe ex-client of Capitec

Elize Grobbelaar