***** at ATM

Something really bothering me. This incident occurred in 2016 and I have never been happy with the outcome. I am a pensioner. I caught the Gautrain very early one morning from Rosebank to Hatfield to visit my son in hospital and upon my return my car would not start. As it was getting late I made the decision to deal with the car matter the next morning. A friend went with me and we tried to jump start the car to no avail. I then called a battery person who upon investigation said I would need a new battery. He also informed me that he only accepted cash so I walked into Rosebank Mall to withdraw the cash. There was one person in front of me. I put my card into the slot and almost immediately the screen went blank at which stage I started to press the cancel button. An SMS then came through informing me that R5000 had been withdrawn. I called for security and they assisted me to call the ***** department at Capitec. All in all R10000 was withdrawn. This is the response that Capitec keep giving me Good day Mrs Jones I refer to our telephone conversation regarding the unauthorised transactions that took place on 21 April 2016. You requested a re-investigation enquiring on the reasons the credit of R 3,000.00 when your claim was R 10,000.00. Please allow me the opportunity to provide you with more insight on this matter. Unauthorised transactions On 21 April 2016 after your card was retained at the ATM, you called our Client Care department at 10:48.42AM. The ********* used the funds as follows; · R 5,000.00 at 10:45:15AM · R 2,000.00 at 10:47:52AM · R 2,000.00 at 10:48:54AM · R 1,000.00 AT 10:49:53AM The Ombudsman for Banking Services does not even allow us seconds or minutes to stop the account or card, but requires that we take ownership for any loss incurred after the time of the call to Capitec Bank or when you informed our Client Care department to report the matter. This is the reason why you were refunded with the transactions that took place at 10:48:54 and 10:49:53 as these transactions were done while you were on the call with our Client Care department at 10:48:42.

My question is: who stands at an ATM with cell phone ready to make a call. Also taking into account that I had to ask for assistance. I find this very unfair. Would appreciate some advice. Thank you in advance. I still bank with them as I find them to be the best bank. I really do