Dispute Compliant

Good Day Sir / Madam

My name is Zoliswa Poswa order number :***.

I did received my order on Tuesday the 18/02/2020 , thank you for that.

Customer that is very desperate to get some kind of assistance. I’ve been doing the run around since Sunday the 15 Feb 2020.

Enquiry

1.On the 11/02/2020 I made an online shopping at Zara store in Tygervalley, the amount of R679 was reserved on my Capitec Bank account by Zara. That is understandable when you are buying something online.

2. On the 15/02/2020 the same amount was taken from my Capitec Bank account by Zara online purchase, Capitec Bank gave Zara another amount not the amount that was reserved.

3. On the 16/02/2020 I spoke to Fifi Capitec Bank consultant, On the 18/02/2020 I spoke to Sipho and Bernita Capitec Bank consultant, I made an enquiry regarding this incident of R679 that was taken from my account.

4. On the 18/02/2020 I went to Zara store in Tygervalley and I requested to speak to one of the store managers , and I spoke to Deka and Confidence. I explained the situation to them and there were able to assist me.

5. On the 19/02/2020 I went to Capitec Bank branch in Promenade ( incident ***), one their consultant advised me to request an Authorization code from Zara.

6. Yesterday the 20/02/2020 I spoke to Idil from Zara online chat, and he / she advised me to request a ARN numbers from Capitec Bank, in order for Zara payment department to be able to do their investigation. Same day I spoke to Bernita from Capitec Bank Call Centre and I requested an ARN number, and she was unable to assist because she had no idea what was the ARN number, and she put me on hold to speak with her team leader and she came back also the team leader didn’t know what was the ARN number.

7. Yesterday the 20/02/2020 after work I went to Capitec Bank branch in Bellville, and I requested to speak to the manager, And I was assisted by a lady named Elsa (branch manager).

• She called their dispute department • Incident number: ***5 • They are requesting a Decline / Cancellation letter from Zara, regarding the fund that is still reserved on my Bank account. • Authorizing Capitec Bank to make a refund to me the above mentioned customer an amount of R679, as it was supposed to be charged once.

When I asked the branch manager to ask the person she was on the phone with about the ARN Number , she advised there was no need for the ARN number.

I’m not even sure if these people I spoke to at Capitec Bank if they have any idea about the ARN number. The email above is the email i wrote to Zara, and they rep**** to me saying if Capitec Bank is claiming Zara charged me twice Capitec Bank must provide them with ARN numbers.

I have not received my money till now.

Your Correspondence will be much appreciated.

Kind Regards. Z Poswa