Formal Complaint Regarding Unauthorized Debits and Poor Customer Service

I am writing to formally lodge a complaint regarding two unauthorized debit orders that were deducted from my account immediately after funds were deposited. I attempted to dispute the transactions via the Capitec app, but the system did not allow me to proceed.

I then contacted your customer service line, where I was informed that I would need to visit a Capitec branch in person to resolve the matter.

This morning, I visited the branch with the intention of stopping the unauthorized debit orders. I was directed to use the self-service station, but it only allowed me to stop future debits—not the ones in question. I called over a service assistant for help, and she informed me that nothing could be done to reverse or stop the current transactions.

I expressed that I have successfully disputed unauthorized debit orders in the past and was refunded, but this time I was simply told to contact the company responsible for the debit. I explained that I could not find any trace of this company online, suggesting it may be *****ulent. The staff member then told me, quite bluntly, that I had lost my money and there was nothing the bank could do.

This response is completely unacceptable. R500 is a significant amount of money for me, and I expected my bank to assist me in protecting my account from unauthorized or *****ulent transactions. Instead, I was met with indifference and unhelpful service.

I would like to request the following:

A thorough investigation into the two unauthorized debit orders.

A refund for the disputed amount, as I have previously received under similar circumstances.

Clarification on why the self-service and in-branch support failed to provide the necessary assistance.