Dispute

Good day,

I am totally unhappy with the way Capitec handled by complain or dispute. I received a phone call on 22nd of May from a lady informing me that my complain is being investigated and she will be handling my dispute going forward and should have an answer for me in the next 3-5 days. She will keep me updated and will personally give me call with all ever feedback. She even asked me when is the appropriate time to contact me and we both agreed between 8am and 5pm.The next thing I receive a whatsapp from someone named Rushda on the Capitec WhatsApp communication on the 24th of May at 6:47am stating that *Rushda* "Transaction is currently pending on a pre-authorization for 30 days. we are unable to assist this present time as the merchant is allowed to bank within 30 days. The hold amount can be released after the 30 days if the merchant does not bank the funds". How will the merchant bank the money when they have cancelled that order due to not received any payment from Capitec. I clearly stated on the previous communication that the order was cancelled so for what and why will they still want to take that money for. I didn't have time to respond because I was not aware there was going to be communicated at that time of the morning. Then Rushda continued to write *Rushda* "Kindly be informed if the transaction does not auto correct, please relog the dispute on 01 June 2024 for further assistance". *Rushda* "Kindly be informed if the transaction does not auto correct, please relog the dispute on 01 June 2024 for further assistance" and then the survey expired at 06:54am I could not respond. It's already 34 days and I still have to go back and forth with Capitec and go through the same process for money that was never processed by Capitec . Why do I have to log another dispute I don't understand why. Why wasn't I given a call back as said. I am tired of going back and forth with Capitec. This is tiring can capitec reverse my money back to me please. Shows it is a bank that doesn't care about their customers at all. My money is being held by Capitec for no reason at all. I am really unhappy with the bank service

Again today after 35 days of waiting I spoke to a Sinothando who said I must wait until tomorrow to log a dispute. *Sinothando* I can understand your discontent regarding the matter. Please note merchants process or bank funds from the bank as they are required to do so within a specific time frame. This will not affect the ability of the bank to re-escalate the case for you. I asked her why should I wait until tomorrow because it is way over the 30 days which they said they give to the merchant and what I should wait. Clearly Capitec won't be refunding my money today. She said the bank can not help me until tomorrow with login a dispute. Capitec is not taking their clients seriously.

Kind Regards Relebogile