Formal Complaint: Incorrect Debit Order Collection, Unacceptable Service and Financial Loss

FORMAL COMPLAINT – INCORRECT DEBIT ORDER COLLECTION DATE AND SERVICE FAILURE

Good day,

I am formally lodging a complaint regarding a debit order that was collected from my Capitec account on an incorrect date, as well as the unacceptable manner in which my attempts to resolve the matter have been handled.

I contacted Capitec this morning to report the issue and was transferred to another department, where I was instructed to go to a branch for assistance. I followed those instructions and made the trip to the branch, only to be told that the branch could not assist me and that I needed to contact another department. I was subsequently transferred to an individual who was extremely rude and dismissive.

This is completely unacceptable.

My complaint is specifically that the debit order was collected from my account on a date on which I did not expect or authorise the collection. There was deliberately no money available in my account on the 1st because I had other financial commitments that required those funds.

I was then told that the debit order could not be disputed because my funeral cover is allegedly in arrears.

That does not address the issue I am raising.

This is not a credit product or a debt that I am refusing to pay. My complaint concerns the date on which the debit order was collected. Whether there is an amount outstanding on the underlying funeral policy does not, in itself, resolve or justify an incorrect collection date.

Furthermore, Capitec's handling of this matter has now caused me to lose both time and money.

I had to stop what I was doing, travel to a branch at Capitec's instruction, wait to be assisted, only to be told that the branch could not resolve the matter and that I needed to deal with another department. This journey and the time spent dealing with a problem that I did not cause have resulted in an unnecessary expense and significant inconvenience.

I therefore require Capitec to address the following:

1. Investigate the debit order and confirm the date on which it was submitted and processed. 2. Confirm the authorised collection date for the debit order. 3. Explain why the debit order was collected on the date in question. 4. Process the appropriate dispute/refund for the incorrect collection. 5. Return the incorrectly collected funds to my account by close of business today, 14 September 2026. 6. Address the travel costs I incurred as a direct result of following Capitec's instruction to attend the branch. 7. Address the considerable amount of time I have now had to spend attempting to resolve an issue that should have been dealt with by the bank through the appropriate channel. 8. Investigate the conduct of the employee who dealt with me telephonically. Her manner was extremely rude and dismissive and was wholly inappropriate when dealing with a customer seeking assistance with a legitimate complaint.

I would also like a clear explanation as to why I was instructed to go to a branch if the branch was unable to assist me in the first place. I followed the instructions given to me by Capitec in good faith, and I should not be expected to absorb the resulting costs and inconvenience when those instructions ultimately led nowhere.

I am not prepared to be sent from department to department while my funds remain unavailable to me.

I require this matter to be escalated immediately, the incorrectly collected funds to be restored by close of business today, and a written response addressing both the debit order and the unnecessary costs and inconvenience I have incurred as a result of Capitec's handling of this matter.

I expect Capitec to take responsibility for resolving this matter rather than continuing to direct me elsewhere.