********** transactions

It is with great concern that I now write to you for assistance in the above matter. The following points detail what transpired and what assistance I received from your call centre and branch manager. a) At 20:11 on 13/02/2020 I received notification via SMS that the amount of R400 had been withdrawn from my account. b) I immediately called the call centre ***where an agent named Neo advised that there was a technical glitch and IT department was in the process of resolving the errors. Call Centre Reference No: ***8 c) Whilst speaking to Neo, a further R500 was deducted from my account. I again advised Neo and he said that I should not worry and that the two transactions would be reversed once the technical glitch was resolved. d) This morning I noticed that the R500 had been reversed back into my account but not the R400. e) I went to the Fox Street Johannesburg branch to try and sort out this matter. The consultant who tried to assist me eventually called the branch manager in an attempt to resolve this matter. This is what happened. At first neither one could establish where the transaction took place as no details of these transactions were listed on my statement or Capitec App. Customer Care was called to verify my reference and the branch manager was told (i) it was a Saswitch withdrawal (ii) then it was changed to a CashBack withdrawal and finally (iii) and ABSA ATM withdrawal at Gold Reef City on 01/02/2020 @ 15:07. When I questioned as to why and how a withdrawal dating 2 weeks can only be deducted now she said this was due to a technical error. My questions to you sir is: – How is this possible? As once a withdrawal/deposit transaction is done at a branch or ATM – In Contact kicks in immediately. I was never at Gold Reef on the afternoon of the 1/2/2020 as I was attending a family event. Should you require evidence of this, I am willing to bring witnesses to collaborate this statement. To add insult to injury your branch manager intimated that as the withdrawal was made at Gold Reef City, I was unware of my actions and could possibly have forgotten that I had withdrawn these funds. I do not delete any transactions notifications from my phone. This too is evidence that I did Note I got a call from complaints department (*** Donorique Wessels) on the 18 Feb 2020 whom was suppose to call back by COB of which he never I have also called client services numerous times which advised me messages has been given and complaints department simply does not pick up the phone.