Formal Complaint and Escalation – Unresolved ***** Case ***4

This matter should be straightforward to assess and urgently prioritise. I reported the incident immediately after discovering that I had lost my phone. Unfortunately, by the time I became aware of the unauthorised activity, the perpetrator had already:

• Taken out loans on my profile
• Fully utilised my credit facility
• Purchased gambling vouchers using my banking app and cellphone number
• Processed various unauthorised transactions

Importantly, I was able to act swiftly enough to stop the delivery of several *****ulent purchases. As a result, Lacoste, Levison, and Bash have indicated willingness to process refunds totaling approximately R23,000. However, these institutions are currently awaiting confirmation and supporting documentation from Capitec in order to proceed with the refunds.I therefore urgently request that Capitec prioritise this matter and provide the required account verification and supporting proof to these merchants without further delay so that the refund process can proceed immediately.I also request that your investigations team properly assess my account history and transactional behaviour. My banking profile clearly demonstrates that I do not have a history of purchasing clothing, food deliveries, gambling vouchers, or engaging in unusual online spending activity. These transactions were entirely inconsistent with my normal banking behaviour and should have triggered immediate ***** intervention measures.At this stage, I am simply trying to recover funds lost through ******** activity, and the continued delays are causing severe financial and emotional strain. As a long-standing client whose salary is paid into Capitec, I expected significantly stronger support and urgency in handling this matter.Please treat this matter with the seriousness and urgency it deserves and provide:

• Immediate engagement with the affected merchants
• Confirmation that the requested documents have been sent
• A detailed update on the ***** investigation
• A clear timeline for resolution

I trust that Capitec will now act decisively to assist in recovering the affected funds and resolving this matter without further delay.Yours faithfully,RHULANI S

Dear Capitec Bank ***** Department,Can someone urgently assist me with this matter? I will explain the incident clearly for easier understanding.• On 13 May 2026, my phone was lost at my workplace, Dr George Mukhari Academic Hospital, while I was moving around the offices delivering reports. I do not work in patient care but within the office environment.• I searched extensively for the phone but could not locate it. At the time, I genuinely believed it would be found the next morning because it was lost within an office setting occupied by professional staff and managers.• When I arrived home that evening, I contacted Capitec to request that my banking app be stopped/blocked. Unfortunately, by that time, unauthorised transactions had already started taking place without my knowledge.• The following day, I:

• Performed a SIM swap
• Reported the matter to my insurance provider
• Purchased a replacement phone
• Recovered access to my Google/Android account using the same email address linked to the lost device

• While reviewing my account activity, I discovered numerous *****ulent and unauthorised transactions, including:

• Betting vouchers:
  • R2,000
  • R2,000
  • R1,000
• Cash Send transaction:
  • R2,000
• Sixty60 grocery purchases:
  • R1,704.65
  • R3,252.57
• Unauthorised personal loan:
  • Approximately R40,000
• Full utilisation of my credit facility
• Online purchases:
  • Bash – R6,105
  • Lacoste – R23,790
  • Levison – R5,590

• ******** cases were immediately opened with:

• SAPS
• Capitec Bank
• My insurance provider

• Following the report:

• My old SIM card and cellphone number were blocked
• Capitec also replaced/changed my bank card as part of the ***** intervention process

• While at home, I started receiving delivery notifications for the *****ulent online purchases.• The perpetrator *****ulently used:

• My full names
• My personal email address linked to the account
• My banking profile and identity details

• However, the perpetrator changed and used different cellphone contact numbers for the *****ulent transactions and delivery arrangements. These numbers are currently unreachable and do not belong to me.• The delivery address used was listed as “Brits Mall,” a location I have never visited, resided at, or authorised for any delivery in my life.• This clearly demonstrates that the transactions, delivery arrangements, and purchases were entirely unauthorised and conducted by an unknown third party without my consent.• I immediately contacted:

• RAM Couriers
• Bash
• Lacoste
• Levison

• I informed them that the transactions were *****ulent and requested that all deliveries be stopped immediately.• Fortunately, Bash, Lacoste, and Levison successfully intercepted and recovered the goods before delivery and confirmed willingness to process refunds.• However, these merchants require confirmation of banking details directly from Capitec Bank before they can release the refunds.• The merchants have already emailed Capitec and copied *****@capitecbank.co.za, but there has been no response, acknowledgement, or assistance from the bank.• This delay is extremely frustrating because these refunds could significantly reduce my financial loss while the investigations regarding the loans and credit facility continue.• I respectfully request that Capitec urgently:

• Respond to Bash, Lacoste, and Levison
• Confirm the required banking/account details
• Assist in processing the refunds without further delay
• Provide feedback on the ***** investigation
• Escalate this matter to a senior ***** investigations team

• My banking profile clearly shows that I do not have a history of:

• Online shopping
• Betting voucher purchases
• Excessive online grocery spending
• High-risk or unusual transactions

• The transactions in question are entirely inconsistent with my normal banking behaviour and should have triggered immediate ***** intervention measures.At this stage, I am simply trying to recover the funds that can still be recovered while cooperating fully with all investigations.I request urgent intervention and assistance before I am forced to escalate this matter further through formal regulatory and legal channels.Yours faithfully,RHULANI S

My query is still not resolved and i am waiting for your call

My query is still not resolved and i am waiting for your call

Dear Valerie Jeftha,
Its Rhulani Sheila Baloyi againKindly assist the retailers with my proof of account details for the processing of the refunds relating to the *****ulent transactions reported on 13 May 2026 for Bash, Lacoste, and Levinson, as requested.For clarity and to avoid any misunderstanding regarding this matter, I would like to briefly outline the sequence of events surrounding the case.On 13 May 2026, my cellphone was ****** while I was on duty at Dr George Mukhari Academic Hospital. I work in an office-based environment where my responsibilities involve moving between different offices to submit reports and perform supervisory duties. At the time, I remained hopeful that the device would be recovered internally.After returning home without locating the phone, I immediately contacted Capitec to report the lost device and requested that access to the banking application be stopped while I continued searching for the phone the following day.On 14 May 2026, I reported to work early and searched extensively for the device, including making enquiries across the workplace. When these efforts proved unsuccessful, I proceeded to report the ****** device formally. I visited Telkom, completed a SIM swap, purchased a replacement phone, and thereafter visited Capitec Wonderboom to print my proof of account. During this process, I withdrew R500 to cover expenses related to the SIM swap procedure, petrol costs, and PostNet scanning services required for the submission of supporting documentation. I then returned to work later that afternoon to complete my second shift ending at 19:00.Later that evening, while reviewing my banking application on the replacement device, I discovered multiple unauthorized transactions that had commenced shortly after 12:00 PM on 13 May 2026, while I was still actively searching for my ****** phone. During that time, the individual in possession of the device was continuously performing unauthorized transactions without my knowledge or consent.These included purchases from Bash, Lacoste, and Levinson, as well as loans, cash send transactions, Blue Voucher purchases, and credit-related transactions. It appeared that the individual had gained full access to my banking application and was able to approve transactions as though they were me. Attempts to contact my ****** phone using colleagues’ phones and landlines went directly to voicemail.Unfortunately, with regard to the loans, credit card transactions, cash sends, and Blue Voucher purchases, I no longer had control over the activity on the account, as the individual responsible had already gained unauthorized access to my banking facilities. The person transferred funds from the credit facility into my main account in order to perform further *****ulent transactions. Additional transfers were also made from my credit card, from my son’s account amounting to R3,000 (Amukelani), and from my building/savings accounts into the main account without my authorization.On 15 May 2026, I formally reported the *****ulent transactions to SAPS and completed an affidavit regarding all unauthorized activities linked to 13 May 2026. Due to concerns surrounding further unauthorized access, I temporarily redirected my salary and bonus funds to my daughter’s account pending card replacement.On the same day, I began receiving email notifications at *** confirming orders placed with Bash, Lacoste, and Levinson, indicating delivery within one to two days. I immediately contacted the retailers and advised them that I had not performed the transactions. The retailers confirmed that the purchases had been processed using my details and that the delivery address had been changed to Brits Mall.I promptly engaged both the retailers and the delivery companies, and fortunately the deliveries were successfully stopped before the goods could be collected. The contact numbers provided for collection were not mine and remain unreachable to this day. The retailers have since confirmed their willingness to process refunds, subject to receiving my proof of account details.I would also like to clarify that this matter has already been reported on multiple occasions. Each time I make follow-up enquiries, I am issued with a new case number as though the matter is being reported for the first time, despite the fact that it has been ongoing for some time. I have visited Capitec Bank approximately five times in relation to this matter, including visits to replace and secure my banking card and account access.While I fully acknowledge my responsibility to safeguard my banking details and devices, I also believe that the bank’s ***** detection and security measures failed to identify unusual activity on my account. Throughout my banking history with Capitec, I have never purchased Blue Vouchers, conducted online retail transactions of this nature, or performed cash send transactions involving such significant amounts. The transactions conducted on 13 May 2026 were entirely abnormal and inconsistent with my usual banking behaviour.I therefore kindly request that my proof of account be issued and forwarded to the relevant retailers to facilitate the refund process for the recovered goods currently in their possession.Your assistance and understanding in this matter will be highly appreciated. Please let me know should any additional supporting documents or information be required.Kind regards,Rhulani Sheila Baloyi
Cell: *** / ***
Email: ***/ ***