1 reviews | Active since Feb 2020
*****/****_Capitec's failure to act and co-operate
I reported a case of ***** to Capitec on the 25th January 2020 (***) regarding the R20000 which was paid into the *********'s Capitec account after about 30 minutes of the incident taking place. Capitec informed me that the account would be frozen immediately pending the outcome of the investigation and to preserve the funds held in that account. However, today I got a response from the ***** Investigator at my bank, FNB, stating that Capitec informed them that the funds have been used and that I must get a subpoena if want the details of the ********* (i.e. Identity, address, bank statements) disclosed. This information would be useful to the police in leading to apprehend the ********** since the matter was also reported to them as advised by both FNB and Capitec.
It is obvious to me that Capitec did not freeze the account as initially promised be (1) when I called the next day, 26th January to confirm the status of the *********'s account, I was told that they cannot disclose to me whether the account has been frozen or not. Also, (2) Capitec responded today, 11th February, 2 weeks since the matter was reported, only because I wrote an email to FNB's ***** Investigator on the 09th February requesting them to get an update on the matter from Capitec.
It's clear to me that Capitec did not act on the matter immediately, thus compromising and affording the ********* ample opportunity to withdraw, use or funnel the R20000. Also, the lack of cooperation to provide FNB and myself with the account holder's information, Capitec is protecting the ********** who are using their image and resources to de***** people knowing that they'll have the full protection from Capitec.
It is my view that Capitec should be held responsible for the negligence of failing to act accordingly and hastily to preserve the funds which were held in the *********'s Capitec account.
Feedback will be provided within five working days. I trust that this situation will be resolved to your satisfaction.
Kind regards
Capitec Bank
Feedback will be provided within five working days. I trust that this situation will be resolved to your satisfaction.
Kind regards
Capitec Bank
I made the call and what transpired from the conversation is that Capitec did not freeze the account effective immediately as I had been informed by the consultant who took my first call of reporting the incident on the 25th January 2020. What I was told today is that the account was only frozen on Monday, 27th January 2020, upon receiving an email with all the documents from FNB's ***** Investigator.
I must highlight the following points in this regard:
1. As mentioned above and on my first complain logged 2 days ago, Capitec took me to their confidence that the account would be frozen immediately as reported, until the incident has been investigated and closed. This did not turn out to be an honest and transparent message relayed to me as I learned today that the account was only frozen 2 days later!
2. After reporting the incident with Capitec I then reported it with my bank, FNB (***), and the consultant who assisted me informed me that she was sending an email to Capitec's Forensic department requesting that the account be frozen immediately as there is a ***** case being reported involving it! This was done on the same day, i.e. 25th January, minutes after getting the phone with Capitec!
3. The whole point of reporting the matter with Capitec first was simply because I wanted them to ensure that the funds are preserved by freezing the account immediately, since the funds were paid into their account. When I called FNB I was at ease that having called Capitec first my money has been protected, but alas that did was not the clearly as per the information received today!!
It is therefore crystal clear that the bank, Capitec, did not act in the interest of the victim, in this case being me, as they misled me believe that the account has been frozen and my money has been protected.
Surely Capitec and FNB can retrieve records of these phone calls from the 25th January using the provided reference numbers which were provided to me by both banks in this regard.
PS: My ultimate goal is to be refunded all my money (i.e. R20000), get the culprits behind bars thus helping others from being victims of these *********. However, as things stand they will strike again and get away with may be even more monies from innocent victims!
I made the call and what transpired from the conversation is that Capitec did not freeze the account effective immediately as I had been informed by the consultant who took my first call of reporting the incident on the 25th January 2020. What I was told today is that the account was only frozen on Monday, 27th January 2020, upon receiving an email with all the documents from FNB's ***** Investigator.
I must highlight the following points in this regard:
1. As mentioned above and on my first complain logged 2 days ago, Capitec took me to their confidence that the account would be frozen immediately as reported, until the incident has been investigated and closed. This did not turn out to be an honest and transparent message relayed to me as I learned today that the account was only frozen 2 days later!
2. After reporting the incident with Capitec I then reported it with my bank, FNB (***), and the consultant who assisted me informed me that she was sending an email to Capitec's Forensic department requesting that the account be frozen immediately as there is a ***** case being reported involving it! This was done on the same day, i.e. 25th January, minutes after getting the phone with Capitec!
3. The whole point of reporting the matter with Capitec first was simply because I wanted them to ensure that the funds are preserved by freezing the account immediately, since the funds were paid into their account. When I called FNB I was at ease that having called Capitec first my money has been protected, but alas that did was not the clearly as per the information received today!!
It is therefore crystal clear that the bank, Capitec, did not act in the interest of the victim, in this case being me, as they misled me believe that the account has been frozen and my money has been protected.
Surely Capitec and FNB can retrieve records of these phone calls from the 25th January using the provided reference numbers which were provided to me by both banks in this regard.
PS: My ultimate goal is to be refunded all my money (i.e. R20000), get the culprits behind bars thus helping others from being victims of these *********. However, as things stand they will strike again and get away with may be even more monies from innocent victims!
We were unable to reach you telephonically and therefore sent you feedback via email.
Kind regards
Complaint Management
Capitec Bank
We were unable to reach you telephonically and therefore sent you feedback via email.
Kind regards
Complaint Management
Capitec Bank