Formal Escalation and Complaint – Failure to Resolve Matter Following Retraction of ***** Case

Dear Capitec Complaints Department,

I am compelled to formally escalate my complaint regarding the handling of ***** case C - ***4, as I am deeply dissatisfied with the manner in which this matter has been managed and the lack of action taken after I formally withdrew my ***** allegation.

On 08 June 2026, I reported a transaction that I believed to be *****ulent. However, upon further investigation, approximately two hours after logging the case, I discovered that the transaction was in fact legitimate and not *****ulent.

I immediately contacted Capitec to advise them of my findings and followed all instructions provided by the bank, including the submission of a sworn affidavit confirming that the transaction was legitimate and that I wished to formally retract my ***** claim.

Despite acting swiftly to correct my mistake and fully cooperating with every request from Capitec, I have experienced nothing but frustration. After numerous phone calls, WhatsApp conversations, emails, and repeated follow-ups, there has been no satisfactory resolution.

A few hours after submitting my retraction, I received a call from the individual I had initially accused. He informed me that FNB had blocked his account, preventing him from accessing his funds. Subsequently, I was informed that his Capitec account had also been blocked.

To make matters worse, he later advised me that after contacting FNB, he was informed that they had not yet received any communication relating to the matter and that should they receive anything, it could take between 7 and 30 days for them to investigate. This raises serious concerns regarding communication, coordination, and urgency in resolving a matter that I had already confirmed was based on an incorrect allegation.

I find this situation unacceptable.

While I fully acknowledge and regret my initial mistake, I should not be placed in a position where I am repeatedly apologising to an innocent individual because Capitec has failed to act on information that has been in its possession since shortly after the case was logged. The very purpose of my immediate retraction and sworn affidavit was to prevent unnecessary prejudice and inconvenience to another person.

What is particularly concerning is that decisive action appears to have been taken against the accused individual based solely on my original report, yet there has been little to no urgency in correcting the consequences after I formally withdrew the allegation. The speed with which restrictions were imposed stands in stark contrast to the apparent lack of urgency in reversing the damage once the facts became known.

If Capitec values fairness and treats all clients equally, then the same level of diligence app**** when acting on a ***** allegation should also be app**** when informed that the allegation was incorrect. At the very least, the affected individual should have been afforded an opportunity to respond before suffering such severe consequences.

At present, the message being conveyed is that it is easier for Capitec to freeze accounts and disrupt a customer's access to banking services than it is to rectify an acknowledged mistake.

I am further disappointed that despite multiple interactions with various Capitec representatives, no one has taken ownership of this matter, provided meaningful feedback, or offered a clear path to resolution. Instead, I have been left to continuously follow up while the affected individual remains unable to freely access banking services as a result of a case that should no longer exist.

I therefore request the following as a matter of urgency: 1. Immediate written confirmation that ***** case C - ***4 has been withdrawn and closed. 2. Immediate intervention to ensure that any restrictions resulting from the withdrawn ***** allegation are urgently reviewed and resolved. Confirmation of all communications sent by Capitec to FNB or any other institution in relation to this matter.

Should this matter continue to remain unresolved, I will have no option but to escalate my complaint to the relevant regulatory and dispute-resolution bodies. The ongoing handling of this matter is unreasonable, unfair, and continues to cause unnecessary prejudice to an individual whom I confirmed, within hours of lodging the case, should never have remained subject to the consequences of a ***** allegation.

I expect an urgent response and immediate corrective action.

Kind regards, Thulasizwe Case Number: C - ***4