COMPLAINT: Capitec Bank – Missing Settlement Payment of R31,428.43 | Over 1 Week Unresolved

On 17 February 2026 at 16:16, I made a full and final settlement payment of R31,428.43 to Capitec Bank for my loan account no. ***. This payment was made as an instant EFT from my FNB account, and FNB has confirmed the transaction was successfully processed. I hold a valid Proof of Payment (POP) to confirm this. What happened: When I initially attempted to make the settlement payment, I experienced difficulties transferring the funds into the original settlement account. I contacted Capitec and spoke to a representative named Abongile (Call ***). During this call, Abongile instructed me to pay the full settlement amount of R31,428.43 into an alternative account number: ***, assuring me that she would close the settlement account once the payment reflected. Her last call to me was on Wednesday 18 February 2026 at 12:08. It has now been over a week. I have contacted Capitec on three separate occasions and on each call, Capitec confirmed that account number *** is indeed my account — however, the payment of R31,428.43 is still not reflecting in that account. FNB has confirmed the money successfully left my account. Both banks have verified the account number is correct. Yet the funds have simply disappeared. This is completely unacceptable. R31,428.43 left my FNB account over a week ago, it was paid into my own Capitec account, both banks confirm the account number is correct, and yet the money is nowhere to be found. To make matters worse, Capitec proceeded to debit my account again on 24 February 2026, despite the full settlement having already been paid over a week ago. I am formally demanding the following from Capitec:

An immediate investigation into why a payment of R31,428.43, confirmed by FNB as successfully processed on 17 February 2026 at 16:16, has not reflected in my Capitec account no. *** after over a week. Immediate confirmation that my loan account no. *** is recognised as settled in full, effective 17 February 2026. An immediate reversal of the debit processed on 24 February 2026, along with any associated fees. A formal Settlement Letter confirming my loan account has been paid in full and that no further debit orders will be processed. A full written response within 48 hours.

I have my Proof of Payment, all call reference numbers, and a full record of every interaction. If this is not resolved urgently, I will be escalating to the National Credit Regulator (NCR) and the Banking Ombudsman without hesitation. Capitec, R31,428.43 was paid into my own account over a week ago and it is still not reflecting. This needs to be resolved immediately. – Tyron Sagren Pillay