***** at capitec

Client Care Centre 1 message Message has attachments 29 Sep RE: ***** Incident# ***9 Good day Bonginkosi Thank you for contacting Capitec Bank. I really do apologise about any inconveniences caused. Please be advised that your query has been submitted and forwarded to our Complaint Management department for assistance. An agent from this department will liaise with you directly within 2 days. Thank you for your patience. Again I do apologise about any inconveniences caused. Kind Regards Courtney Pietersen Agent: Service Admin BSC: Service Admin T +***8 F +***0 M +27 00 0 - The above email was sent by capitec on the 29th of September after I complained still I havent received feedback regarding may query

RE: ***** Incident# ***9

Client Care Centre To Bonginkosi Mndiyata & 1 more 29 Sep at 10:41 1 attachment Good day Bonginkosi

Thank you for contacting Capitec Bank.

I really do apologise about any inconveniences caused.

Please be advised that your query has been submitted and forwarded to our Complaint Management department for assistance. An agent from this department will liaise with you directly within 2 days.

Thank you for your patience.

Again I do apologise about any inconveniences caused.

Kind Regards

Courtney Pietersen Agent: Service Admin BSC: Service Admin

T +***8 F +***0 M +***0 GPS 33°54’3.7” S 18°37’27.1” E BSE Building, 89 Voortrekker Road, Bellville 7535

PO Box 12451, Die Boord, Stellenbosch 7613 capitecbank.co.za

From: Bonginkosi Mndiyata <***> Sent: 23 September 2021 3:21 PM To: *** Cc: *** Subject: *****

Good day

My name is Bonginkosi Mndiyata my ID number is ***, I am a capitec Bank client since 2013, recently I had an unfortunate experience.

On the 1st of September 2021 I received a call from unrecognized number and they asked if the pizza I will be paying cash or card I rep**** I don't know anything about the pizza and they asked if am I not around port Elizabeth and I rep**** no, and that was the end of the conversation.

To my surprised at about 2am the following morning I started receiving sms that my money was being deducted from the account. I wasn't sure what was happening so I went to the bank on the 4th since I stay far away from town, I went to understand what was happening, when I arrived at the bank I was advised that my money has been utilized through online purchases, and these amount to R9000. 00.

I was advised that capitec was going to investigate and give feedback within 14 business days. Reference number 8***

On the 22nd of September I received a call from capitec Bank informing me that they will not reimburse the money that was **********ly taken away from account as they claim that funds were accessed through my Pin and therefore I am liable.

I have a few unanswered questions

1. I never gave away my pin or my card details so how did they get the information of my card and pin?

2.i have never used online shopping and as far as I know I did not have a limit of R9000. 00

3.on my statement it shows that I updated my permanent limit( please see statement attached for R8 fee) I do not have an app, and I never went to the branch to update my limit so can kindly tell me how did this happen? And if you look on the 1st they attempted to purchase and were declined due to limit

I'm my opinion this is a serious breach of security at capitec Bank for them to access my account in this manner

I urge that you do a thorough investigation as to what really happened and check all the details before providing such vague response

Your truly

Mr Mndiyata

Cell ***

Acc number ***

This is an email sent them on the 23rd after I was declined my claim and for them to reimburse my money, I cannot get any explanation of how my limit was increased and online purchases happend on my account, I am elderly man with no smart phone, and what is worse is the amount of time they are taking to get back to me, it shows no care from their complaints department whatsover I am truly disappointed and feel ****** in every way, I hope that being on hello Peter will fast track their response and look further to find the culprit