Disappointing Experience with Capitec Bank's Umlazi Mega City Branch

I'm writing to express my extreme disappointment with the service my cousin received from Capitec Bank's Umlazi Mega City branch. She was hijacked and held hostage, resulting in nearly R1.1 million being ****** from her account.

After her release, she immediately reported the incident to the police and then visited the bank. Despite assurance that the case would be investigated, we've encountered several issues:

1. Unexplained cash sends: Four cash sends were authorised before my cousin reported the incident. However, the last two cash sends were redeemed after she had already reported the incident and the bank had supposedly frozen the account. This raises serious questions about the bank's security measures and their ability to prevent further unauthorized transactions.

2. Lack of transparency: The branch staff, particularly "Toothpick," failed to provide clear information about the transactions. He became dismissive and uncooperative when questioned.

3. Inadequate training: The staff seemed unprepared to handle a sensitive and complex situation like this.

When we escalated our concerns to the branch manager, instead of addressing our questions and providing reassurance, she surprisingly shifted focus. She began questioning the origin of the funds initially deposited into the account, despite those funds being previously accounted for and cleared. This line of inquiry was unhelpful and added to our frustration.

The ***** department's further gave reports along the lines that “ client looked in distress when taking the verification selfies”. Aren’t the selfies supposed to verify so what the point of them letting such huge funds go even though the system can pick up that the client is in destress.

Capitec Bank's Umlazi Mega City branch failed to provide the necessary support and protection for my cousin's account. We expect a higher level of service, especially in situations involving crime and trauma.

I hope Capitec Bank takes our experience seriously and takes immediate action to improve their staff training, security measures, and customer service.

*Recommendations:*

1. Improve staff training on handling sensitive and complex cases. 2. Enhance security measures to prevent unauthorized transactions. 3. Ensure transparent communication with customers. 4. Provide empathetic and supportive service, especially in traumatic situations.