***** Case

On 1 Oct 2022 my phone was ******. My banking app was somehow accessed after this and an amount of about ± R30 000 was subsequently transferred out of my Capitec accounts. On the morning of the incident, the transactions in question where not showing on the bank statements because of technical issues at Capitec. The consultants helping me at the branches I visited, could not take any action until they knew where the money had been transferred. They had to spend the majority of the day on the phone with Capitec to find out where the funds had been transferred. It was only by the afternoon, when the full transaction history showed on the statements, that they could block the accounts where the money had been transferred, by which time the money had already been withdrawn. The week after I received a call from Capitec with feedback on the case. They informed me that the majority of the money taken out of my account would not be paid back, as it had been transferred out via cash send and ATM withdrawals. (There is an amount R7000 that was transferred to an Absa account that they are still investigating, I am still awaiting feedback on whether that will be reverted). Based on their investigation it seems that the people who got into the account where able to do it via the passcode. I do not know how this is possible as no-one knows my banking apps' passcode nor is it saved on any of my devices. It is an extremely alarming that the individuals who stole my money where able to access the account so easily. I have accounts at other banks and the money in there has not been touched. So the fact that this has happened on my Capitec account reflects very poorly the apps' security. The reason I put my money into a banking account is to keep it safe, so in an instance like this I would expect better protocols in place to retrieve the ****** money. Especially after many of the bank tellers I talked to throughout the past week said that Capitec aught to reimburse me for this, as the incident was out of my control.

When I tried to dispute this feedback at with client care via email (as suggested on the Capitec site). But I just got an email back saying that they where still awaiting feedback forensics. Even though forensics had already called me to tell me that they weren't reimbursing the money.

I tried to email again two times but got no feedback. When I called forensics again they said that if I wanted to dispute it I had to call a different number which was not mentioned at all on the Capitec website's contact page. I had my lawyer call this number and after they where put on hold for 45 minute, the consultant told them that the case had already been closed.