Lack of Urgent Support in *****ulent Transaction

On the evening of the 29 August 2024, just after 20:00, I noticed a *****ulent transaction of R235.80 on my Capitec bank account. The charge was for an Uber Eats order that I did not place.

Recognizing the urgency of the situation, I immediately attempted to contact Capitec's customer service via phone. Despite holding on the line for an extended period, my call was eventually cut off without ever speaking to an agent.

In desperation, I turned to Capitec’s WhatsApp support line. I was assisted by an individual named Gcinile, who unfortunately provided an extremely frustrating and unhelpful service. Responses were delayed by up to five minutes between messages, leading to an exhausting and unproductive exchange that lasted over an hour.

When I inquired about the expected response times, Gcinile informed me that Capitec can take up to three business days to respond to queries on channels other than telephone or in-person visits. In a situation as serious as potential *****, this is entirely unacceptable. I also asked for her surname and a reference number for our chat, but both were refused, adding to my frustration.

Due to the lack of support, I was unable to block my card to prevent further *****ulent activity. Instead, I was forced to move the remaining funds out of my Capitec account to protect them.

The experience left me highly concerned about Capitec’s ability to handle urgent issues effectively. I plan to visit a branch today to resolve this matter, but I am deeply disappointed with the level of service I received and will never upgrade my Capitec account to anything beyond a once in a while transactional and savings account (not my main banking account).