***** INCIDENT WAS NOT HANDLE CORRECTLY

On the 5 April 2024, I was ****med. I received an SMS that a debit order of R24 000 from Takealot had been deducted from my account and my transaction limit was increased to R30 000, the message came from the number ***.

Herewith what transpired:

"Immediately thereafter I got a call from someone that identified herself as an employee of Capitec, name Amanda September employee number ***.

Reference number for this call REF***CAPI

She informed me that she can put a hold on this person from making another attempt again but I had to sign in on my banking app, which I did. I entered my pin and the face recognition popped up which I also proceeded to do. At no given time did I think that I was being ****med as everything sounded legit / authentic. Yes I was stupid and gave the ****mer access to my account when they asked if I could scan the QR Code that was sent to me which I did. She went on informing me that she noted that there were some transactions that looked suspicious and would I like to have it reversed when I told her that none of it was fami**** to me. Travelling by bus I checked my banking app as I did not receive any message that these alleged transactions were reversed when I noted that all my money in the sum of R9339 was transferred from my account. Arriving home after 6:00pm I called Capitec to inform them that I was ****med to which the person on the other end informed me that my money was transferred to a NEDBANK account and they requested that a block be put on the account. As per Capitec email I had to get an Affidavit and open a case with SAPS which was done. On 9 April 2024 I went into the branch to hand in the document and information.

Capitec ***** incident number: ***5

When I followed up on 15 April, I was informed that all funds were depleted / utilized on 10 April. When I questioned the person how this was possible as the account should have been blocked she could not give me a clear answer and then told me that the investigation was still ongoing. I requested a reference number for my call and was told to use the incident number.

Followed up and called the ***** line again on 19 April @ 11: 56 and was then told that they do not have any record of my incident. I went into the branch and was assisted by Callan Johnson who checked and found that the branch manager emailed the ***** dept. under a new incident reference number # *** and that I will hear back from the ***** dept.

I received an email from Capitec on 24 April (see attached) that they are unable to recover my money and it is best to report a civil case at court or open a ******** case at SAPS.

My question though should Nedbank not be held liable for as it's one of their customers, they should have this customer information as per the FICA act and who do I open a civil case against. Furthermore the sms I received from the ***** department came through on the same number as when my transaction limit was increased. According to Capitec "this will happen as I gave them access to my account" I also would like to establish how it is possible to reverse all my insurance debit orders that went off my account on 28/03/2024. This morning I did a payment and the exact same verification process the ****mer took me through I went through this morning 26/04/2024. There system / infrastructure if definitely safe and secure to the customers. They need to be held accountable for the loss of my money and not blame customers