***** & negligence by Capitec staff

Good day Admin.

Please assist me with the long standing matter with Capitec Bank.

Below is summary and sequence of events

28th October 2021:

I saw a suspicious transaction on my account. The PoP message indicated that the was a deduction on my account of about R15000 .Upon trying to open the app and see what this transaction is for, I

then noticed that the app was offline, of which I immediately exited the app.

Being about 5 minutes away from one of the Capitec branch, I then rushed and went to report the matter, so that they can investigate.

At the branch I was then assisted by Gail Present, to whom I explained as to what has just happened.

She proceed in asking for my banking card to checked the suspicious transactions, then advised that she can’t see any transaction done besides the one that happened early that morning at Mc Donald for an amount of R27.00.

She assured me that there was nothing wrong or any other transaction my account. She further indicated that, there might an error message due to load shedding, as this is happening more often. I insisted she double check my account and she advised she did and everything is fine and I should relax.

Dissatisfied with her response, as I was preparing to leave the branch, I then received a call from, ***, who identified herself as Bulelwa Khalifa from Capitec head office. She then indicated that she is calling from Capitec ***** Department, and she is calling to confirm a suspicious transaction in my account. I told her I am at the branch to report the same issue and that it is not me doing the transaction they should reverse and block all those transactions right away.

I proceed to put my phone on speaker as I was making my way back to Gail, so that she might be able to pick up on the conversation with Capitec ***** Department.

Bulelwa requested information as to how I was assisted at the branch, of which I have advised her of the response received from Gail.

She then suggested I go to the nearest police station to open the case of ***** since I was not the one who made those transactions.

Concluding my conversation with Bulelwa, I then requested Gail to double check the system since the ***** department called me, however at this stage the account was already blocked by Capitec ***** Department, thus she could not assist.

I believe that Gail upon realizing that there is a serious issue, she then started calling Capitec Head Office, of which she was advised that the account was blocked due to suspicious transaction and approval from the account holder.

The reception on duty, upon hearing my conversation with Bulelwa, insinuated that the call also could be from the same **********, trying to establish my action. She further indicated that they see these type of incidents more often.

Gail and Bulelwa, failed to advise on the requirements by the Police on opening a ***** incident.

I found myself having to commute between Capitec and Police station trying to get required documents in order to open the case. One of the requirements was to prove that money was ****** from my account and a bank statement (which I could not get from Capitec) was required as such a proof. However to medicate this, an affidavit was then completed in order to prove to Capitec that the bank statement is required by the police to open a case of *****. The same was then given to Gail to process as per the bank requirements and standard.

The resolution given to me, was then an investigations will be conducted and I will be given a call with an outcome or if there is any further requirements. 29th October 2021:

I went back to the branch to check the progress and as per our discussion with Gail to obtain the bank statement to allow the police to open a case on this.

On the 28th the only notice I got was of the R15k transaction, however, when I checked the statement, I then realized that the is multiple transaction done on the 28th October 2021, after I was advise that the account was blocked.

R15 050 - transaction done with banking app payment (from the credit card) R3 000 - Was done cash send From the credit card (from the credit card) R15 050 - transaction done with banking app payment (from notice savings account) R15 050 - transaction done with banking app payment (from notice savings account) R1 504 - Was transferred from my flexi savings account into the other flexi savings account. In total, an mount about R 48 150.00 was taken from my account **********ly

I proceed to open the case, now having the right documents and the case number was later provided to Capitec Bank for investigation.

Surprisingly, I then got a notification that an amount of R 914.42 due to credit card transactions stated above will be collected through debit order on the 25th November 2021.

2nd November 2021:

Since there was radio silence from Capitec for over three days, I then called the branch for follow up and I spoke to the branch manager by the name Beanice, I requested that she call the ***** department and do follow up. Again, even after my efforts, still radio silence.

Hours later, still no call from ***** no call from the branch manage advising of case status. I then toke upon myself, went to the branch myself.

When I got there, shocked and amazed on the lack of urgency, no follow up was done the branch manager , infact she indicated that she is busy with the month end reports. This to me was pure poor

services at its best. I have lost almost R50k and Capitec have no interest and empathy in helping me with this matter.

They brought me to a conclusion that this is a norm to Capitec because they are not faced with such situations personally.

Upon stressing and pushing for help, she then requested another consultant by the name Bongani to assist me. Purely just to get me off her sight.

Making matter worse, I had to over and over reiterate the incident as it seems like they didn’t understand the notes on their system or how to assist me. Throughout the week I kept going asking for feedback.

Later during the week, I went back again to the branch and this time I was told the branch manager is busy with a conference call and couldn’t attend to me.

Frustrated as I was, I had to again explain the incident to Yonela who I told I will be escalating this matter because they don’t seem to have any feedback from ***** and it seems as though Capitec is

now avoiding me and it is difficult for them to provide me with feedback.

They again took my details down and asked I give them 2 hours they will contact me. After several hours I then contacted the branch, and i was given an excuse that they attempted to contact me, but my number is going through to a different line. In order to ease the process, I went back to the branch to update my contact details.

5th November 2021:

I went back to the branch, to follow up and spoke to a different consultant by the name Ayanda Mlangeni, who initially was not Willig to provide her name. In order for me to get her details, I had no choice but to threaten to get Ombud’s and FSCA involved if Capitec was not willing to help and if they keep playing doggy games.

At this point the manager was now running away from me because every time I went to the branch I was told she’s busy, she is unavailable.

Again, patiently so, I repeated the incident to Ayanda Mlangeni, who then proceed to advise that this was the negligent on the Bank’s side. These transactions could have been stopped or reversed, as these were reported on time at the branch. She gave a new incident number ***2 and ***

It should be noted that each time I do a follow up, I’m attended by a different consultant and in some no incident numbers were provided and when it is issued, later it will be closed with no feedback or reason captured. Below is only incidents issued:

Inc ***3 -Was closed – Handler Kariena Davids and no reason was provided to me why it was closed. ***2 and *** still open 10th November 2021:

On this day, I received a call from ***) and spoke to a consultant indicating that she is from Capitec Head office, who then also asked that I reiterate the incident.

From this call, I could sense that Capitec is trying to find a loop hole not to take accountability and refund what is due to me.

After a very long conversation, she then advised that they can only refund me the amount of R 23k which is the money they managed to salvage and it will be paid back to my account by the next day.

I then requested a complete breakdown, as to how this refund was calculated and a full detailed report on their investigate together with the call recordings. To my amu*****t, she refused and ask that I log a query with the branch, where the incident was first reported, as clearly this was a case of negligence on the branch side.

11th November 2021:

I went back to the branch to follow up if the R23 000 was paid back to the account as promised. However, an amount of R32k was deposited. And no one in the branch seem to know how this came about that R32k was paid as opposed to R23k as previously indicated.

Based on this kind of customer service and negligence, I then again requested for a call recording from Yonela and a full detailed report on how this refund was calculated. He advised he called their RM who refused they provide me with the recording.

It is clear to me that my money went missing in my account and how things got handled by Capitec, this leads me to believe that this was or is an inside job. Other transactions happened whiles I was still inside the branch reporting this incident and after the account was supposedly closed.

Upon opening an account the script reads”…..”all calls are recorded and available upon your request” however, this has proven not be the case, it was just a bamboo jumbo for reach sales target.

I’m a very disappointed Capitec long standing customer, writing this email asking for you to intervene in getting this matter closed out. Paying a refund of R32k without proper explanation as to incurred dept being written off is no enough.

I’m entrusting that this matter will be dealt with amicably and that a proper resolution and confirmation from the bank in term of:

The Credit Card debts and related charges have been written off, My savings account money has been refund My account status has been reinstated. All necessary recordings are provided as asked. My credit score will not be negatively affected. Kind regards

Lebohang Hlatjoe ***