Formal Complaint: Unfair Account Blocking Due to Unverified **** Allegations

Dear Capitec Bank Complaints Department, I am writing to formally lodge a complaint regarding Capitec Bank’s handling of ****-related complaints against business account holders, particularly the practice of blocking accounts without prior engagement, verification, or due process.

As a small business owner, I conduct legitimate business through my Capitec account on a daily basis. I deposit funds into this account consistently and rely on it to operate, pay suppliers, and serve customers. Despite this, Capitec has demonstrated a concerning pattern of responding to single, unverified complaints by immediately restricting or blocking accounts—without first contacting the business owner, requesting proof, or allowing a reasonable opportunity to demonstrate that services were rendered.

This approach is deeply unfair and damaging. Out of hundreds or even thousands of successfully completed transactions, one complaint—often driven by a customer’s emotional reaction rather than factual evidence—results in immediate punitive action against the business. No proof of non-service is required from the complainant, yet the business bears the full consequences without being heard.

I strongly believe Capitec should implement a clear policy that protects small business owners from redundant or malicious **** complaints by: Requiring proof of non-service from complainants before action is taken Notifying the account holder immediately Allowing a reasonable period (at least 48 hours) for the business owner to provide proof of service rendered Conducting a fair and balanced review before blocking or restricting accounts Banking decisions should be based on verified facts and due process, not assumptions or emotional reactions. The current practice places legitimate businesses at constant risk and undermines trust between Capitec and its business clients.

I request a formal response outlining Capitec’s policy on this matter and what steps will be taken to ensure fair treatment of small business owners going forward.

Yours sincerely, Charmaine Ntokozo