Complaint: Non reversal of money deposited into a closed account

My wife RS Mabunda, a client of Capitec Bank deposited money R1000-00 to V.J Machete a client of Standard bank account no : ********** 0757 on the 24th of March 2019. Machete went to his bank in Giyani to withdraw the money, only to be told that his account was closed on the 5th of March 2019. According to my understanding, the money was supposed to have reversed if the account was closed, but it didn't. my wife then approached Capitec in Polokwane Limpopo mall to establish why is the money not reversing. She was told that a specific instruction could be sent to Standard bank to retrieve the money. However, there are charges of R150-00 whether or not the money is found. See Ref: ********** 7. She agreed to the instruction and was accordingly charged. However, nothing was communicated to her until she went back to find out two weeks later. On the 2nd of May she was told that the issue is being investigated and somebody will revert back to her and nothing happened. See Ref: ********** 3. On the 9th May 2019, she went back again see Ref; ********** 7, only to be told that her complaint was not taken since she said she wanted her money reversed. She requested to see a Branch manager, since the consultants were failing to address her problem. the request was not granted whilst she was being accused of not understanding the processes.

As a loyal client of Capitec Bank all she wants is for Capitec to liase with Standard bank and to reverse her money accordingly. This whole experience is tarnishing the image and the standing that Capitec had.