Lip service but no interest

<p>On around the 28th January 2016, my wife was at the ATM of Capitec at the Rustenburg Square branch, preparing to draw money. She had just started the transaction when a man started jostling her and somehow took her card from the ATM. She tried to finalise the transaction only to find the transaction had been cancelled. She waited for her card to be returned. She then realised that her card had been taken by the man and immediately contacted the ****** card centre of Capitec. She waited for 8 minutes and 10 seconds before they answered. In the meantime her account of R7 000 was being emptied. She went to the branch the following day to lodge a complaint and although the staff showed sympathy and paid lip service to her situation , Capitec refused to take responsibilty for the loss and referred her to the banking ombudsman. The process of reporting to the ombudsman is a lengthy and time consuming exercise and the ombudsman does not have the final say about the decision made by the bank. I feel that should the bank have cut down on the time my wife had to wait for her call to be answered the damage might have been limited. She is really disappointed at the bank's decision and wold really like to request they review their decision and refund, if not all, a portion of the money lost.</p>