*****!! Shifting the blame on customer

WORST BANK EVER!!!

On 7th November 2021 my daughter could not get into her Capitec banking app. This was just before 4pm. She thought the app might be down (cause this happens often). At around 6pm she tried to access her bank account via the app again, and still it was giving her the error of invalid bank account. She then uninstalled and reinstalled the app. Once again it was giving her the error that the bank account or pin code was invalid. She had a bad feeling about this, and went to the ATM. She could not access her bank account and it gave her an invalid pin error. She then rushed over to my house as she did not have airtime.

She called the call center and asked then to check her bank account. She then found that all the money had been withdrawn from her account. The call center gave her an incident number and reported this to the ***** department. They were going to call her back.

After some time she called Capitec once again and spoke to another consultant. He advised her to go open a cade at the Police station and do an affidavit. She then went to the police station where they would not open a case as she needed to give them bank statements. She dud an affidavit and sent it to the consultant. She then requested bank statements.

She finally received her bank statements and then went to the police station to lay a charge of *****. We received the case number of 71/11/2021. She then gave this number to the consultant. The consultant advised that this can take 7 - 14 days to get a response.

My daughter then went into Capitec branch the next morning with the statements and pointed out which transactions were the *****ulant transactions. They said they would send it through.

After a week my daughter called the ***** department and they said that they are still investigating. She followrd up frequently. On day 15 she was told that it can take 14 - 30 days to get feedback.

Last week a consultant contacted my daughter and asked her a series of questions and said that it seems like all the money went to Standard bank accounts. My daughter reactivated her bank account and banking app. She could then see money went to Standard bank, Capitec bank and ABSA.

Yesterday she received a call from ths ***** department who then told her that they cannot give her any money back as they have proof that there was a sms sent to her phone and she forwarded it to a 301 or 310 number who then could clone her banking app. Thus the bank won't be paying back any money, but as a show of good will they will give her some money. She did tell the consultant that she cannot recall that she did this. She went back onto her records and did not receive an sms nor forward it to anyone. Her incident number is ***4.

We have requested that we need the above in writing, and still we wait. We want proof of the sms message, as well as proof of when it was sent and proof of where she sent it to.

We believe this was an inside job as the hackers knew exactly what to do to get the maximum amount. They reversed 2 months worth of debit orders. They transferred money from one account to the other in order to empty the account with the least money in. They knew to only do a nunber of transactions at around R5000 each and then transferred to a person and then started again.

We will be taking this to the Ombudsman and we will be consulting with the green scorpions and or Hawks as we believe this is a syndicate and that there are other victims as well.

We will be closing all our accounts and advising all our friends to do so too. It is alarming how many people have heard about ***** from Capitec bank.