EXTREMELY POOR CLIENT CARE CONCERNING AN ELDERLY MAN

My grandfather was ****** of his bank card on 09/02/2023 at the Capitec Meyerton ATM. He had already inserted his card and pin number when he was overpowered by a bravo male who then proceeded to withdraw the money before running away. My grandfather is nearly 80 years old, so he was obviously targeted. He ran into the bank to stop his card immediately, but by the time a consultant became available, R5000 had already been withdrawn, and another R5000 voucher was bought at Pick ‘n Pay (So R10 000 in total). Capitec assured him that they would fully refund him for the outstanding R5k because it happened at the bank, he stopped the card immediately, and there was no security on the premises. We got an email stating that the claim has been denied because the original pin was used for the transaction. This, was after he was assured that it would not be an issue, because he followed protocol. Stopped the card within minutes, reported the case, went to the police station for a case number, and then back to the bank as he was instructed.

I sent an email on 15/02, then again on 27/02, and placed numerous calls, including one on the 27th. It is now nearly a month later, no one has even bothered to contact us. This is utterly disgusting behavior and a lack of client care. An elderly man's livelihood has been taken from him, and Capitec could not be bothered in the slightest to even communicate with us.

My family and I have been loyal customers for years, and I expected better.