Complaint regarding account restrictions

Dear Sir/Madam,

I hope this message finds you well.

I am writing to formally lodge a complaint regarding the ongoing issues I have experienced with Capitec Bank. I am extremely concerned and dissatisfied with the level of service I have received over the years, which has caused significant inconvenience to both myself and my family.

On multiple occasions, my accounts have been frozen and later unfrozen without clear communication or proper resolution. This has had a serious impact on my financial stability and daily life.

In 2023, my accounts were blocked due to suspected *****ulent activity. I fully cooperated with the investigation and submitted all the required documentation. However, no progress was made until I escalated the matter through HelloPeter. While one of my accounts was eventually reinstated, my daughter’s account remained blocked.

Despite numerous attempts to provide proof and clarify the situation, I was informed that the account was classified as a “mule account” due to my daughter being a minor. I comp**** with all requests, yet the matter remained unresolved.

More recently, after my brother-in-law deposited money into the account, I contacted Capitec again. The account was partially reactivated, but only the newly deposited funds were made available. An amount of R17,480 remains on hold to this day.

I would like to understand why these funds have not been released after such a long period, especially considering that the source of the funds was from my own account, which had already been cleared of any *****ulent activity. I have provided all requested documentation, yet there has been no satisfactory resolution or explanation.

This email serves as my final attempt to resolve this matter amicably before I consider pursuing legal action. I am deeply concerned that my accounts have been mishandled and that my rights as a client have not been respected.

I kindly request an urgent investigation into this matter and the immediate release of my funds.

I look forward to your prompt response and a fair resolution.

Yours faithfully, Nosipho Mrwetyana Khoele

Account in question: Name: BP Khoele Account Number: ***