Disappointed by Unresolved Duplicate Transaction and Inconsistent Guidance

On 19 November 2025, I made a purchase of R255.44 at Spar. During the first attempt, the transaction did not process—the speedpoint neither approved nor declined the payment and simply kept loading. The teller cancelled it and processed a second transaction, which went through successfully.

Shortly after leaving the store, I received two SMS notifications indicating that the same amount had been deducted twice. I immediately contacted Capitec, and the consultant I spoke to advised me to return to the store and obtain an authorization-for-decline letter.

The following day, the store manager reviewed their system and confirmed that only one transaction was approved, and no decline was recorded on their side, yet my bank statement still reflected two deductions. I then contacted Capitec again and spoke to Mathapelo Bopape, who communicated with the store manager and guided him on how to structure the letter for the dispute process. The manager provided the letter as requested.

However, after forwarding the letter to Mathapelo, she responded stating that “funds were banked today and the transactions are on the merchant’s side.” This left me confused and frustrated. After being asked to go back and forth between the store and the bank, I was ultimately told that Capitec would not be able to assist with the dispute.

My concern is: Why was I taken through this entire process if the bank already knew they would not be able to assist? Clear communication at the beginning would have saved time, effort, and frustration. Instead, I was given the impression that the issue could be resolved, only to be told otherwise at the end.

I trust that Capitec will review this matter and improve both the clarity and consistency of the support provided to customers in similar situations.