********** transactions on my Capitec account

I urgently need your assistance in a ***** case I had lodged with Capitec bank and the SAPS.

Between the 26th & 27th of October 2021 my app was inactive, in a sense that I could not access it . It kept on showing an error and I ignored it because my main bank account is with FNB and not Capitec. I mainly use the Capitec for minor expenses such as Bolt and for purchasing airtime.

On the 27th a friend sent me money and to my surprise I still couldn’t access my app and still didn’t receive any notification for the transaction, the following day I then decided to go to the centurion mall Capitec branch to enquire about my app. The consultant did see that my app was inactive and we uninstalled and installed the app again and it’s still did not want to work but it eventually did.

Upon leaving the bank I realised that the access facility I had had been cleaned out , only to discover that the 2 days I could not access my app someone else had managed to hack my account and moved funds into different accounts . When the consultant logged in a dispute they confirmed that it looked like on their side the money had been used already - the transaction were amounting to R106 000 and I was advised to go open a ***** cause at the nearest SAPS.

The consultant told me that I should get a case number and a Capitec rep was gonna call me and I should provide him or her with the case number ref. I did as requested and open a ***** case on the same day , only on the 8th of November 2021 did I get an sms from Capitec to say they are aware and will contact me soon .

On the 10th if November they called me and upon seeing the sms notifying me that they called I then called them back , the lady requested me to further get an affidavit . I informed the lady that I was told if a case number, can I give her that because I believe the statement is the affidavit they needed and she said no she can’t take the case number she will only everything once I have the affidavit .

Do my work constraints I could not go to the police station for an affidavit, on the 30th if November 2021 I wake up to discover that Capitec has debited my account with R4530.00, I went to the bank to enquire and they told me that it was for the credit facility. The consultant said even during investigations I’m liable for the money that my profile says I owe to the bank . I asked how because they could clearly see that I did not authorise those transactions further more I had no access to my account on those 2 days . The consultant said head office said they also closed the dispute/***** case because they called me and failed to find me . I was surprised because after the 10th of November they never called me again .

The consultant then told me that I should go get an affidavit and bring it to the bank , I then went to go retrieve the statement I wrote on the 28th of Octoberand went back to the Capitec branch in Centurion Mall. The lady scanned my statement and called the head office , they then said that it was too late for them to do anything this matter is now a civil matter and it will be decided upon in the court whether or not to write off the R106 000 . In the meantime I’ll be paying money I never used monthly .

I don’t understand how this is a civil matter if I’ve proved and the consultant saw that I had no access to my app , that was ***** . I am currently the bread winner at home , I have a family to take care of and I honestly do not have the 4.5k for money I didn’t even use . I’m already paying back a loan i took with Capitec. I’ve been paying consistently but the balance does not change and now I must pay them money I never used. I can’t afford to that , I can barely make it through the salary I earn .

Could you kindly assist me ? I’m in so much stress, I don’t understand how I’m liable when there is so much evidence that I did not do the transfers. I have attached the statement I gave to the police and my bank statement for your perusal. Please please please I’m begging you , please help me with this case. I really can’t afford to pay the money. The plan was to use the money for my studies and now I won’t be studying , ontop if that I must pay for money I never used💔

I am so disappointed in the way everything was handled. On top of that the saps closes my case saying they have no leads.