Concern Regarding Suspicious Call and Unsatisfactory Assistance

On 14 May 2026, I received a call from a woman who identified herself as “Roxanne Jafta” and claimed to be calling from Capitec. She informed me of an alleged “data breach” but indicated that she first needed to verify my identity before providing further details. I declined to share any personal information, as I could not confirm that she was legitimately from Capitec.

She advised that I would receive a notification on my banking app confirming that I was speaking to a Capitec consultant; however, no such notification appeared. I then requested that she send me an email confirmation, which she agreed to do.

Later that same day, I contacted Capitec via email to report the incident, as I had not received the promised email. The response I received stated:

“Thank you for reaching out to us. It is with regard that we have been made aware of the problems that the client has experienced regarding this situation. Please be aware of the ****mers. Please be advised that Capitec Bank has a new feature that will assist you in confirming whether you are on a call with a Capitec Bank consultant or not. Please find the screenshot below of the new feature.”

However, the email was neither signed nor included any attachment or screenshot as referenced.

I rep**** requesting the missing attachment. On 18 May 2026, I received a response from Leane, who indicated that the screenshot had been included in the original email and suggested I check my attachments or use another device or email application. She resent the screenshot. I had already provided proof that no attachment was received in the initial email.

Seeking further clarity, I asked whether the notification feature would still work if the banking app is installed on a device with a different SIM card and number from the one registered on my banking profile. In my case, my app is installed on a separate device that does not use the same number on which I receive calls. My question was specifically whether I would still receive the Capitec call verification notification under these circumstances.

Instead of addressing my question, I received an unrelated response with steps explaining how to install or access the app on another device, information that I did not request. I then asked to be contacted telephonically if my query was unclear. Instead, I received yet another email with an attachment that I am unable to open.

I am extremely disappointed with this experience. The feature being referenced has not worked as described, instead, I have only received a beep sound on the app without any accompanying notification. My query was straightforward: whether the app must be installed on the phone linked to my registered number in order to receive call verification notifications.

The overall experience has been frustrating and impersonal, as the responses I received appeared automated and did not address my specific concerns.