Missing Funds and Poor Service from Capitec

I am extremely disappointed with the service I’ve received from Capitec regarding a missing Paysharp payment made on 1 July 2025 from my Capitec account to a Standard Bank account.

The payment never reflected on my Standard Bank side. I escalated this to Standard Bank, and they confirmed the funds are sitting with Capitec — advising me to follow up with them.

I first visited the Capitec branch in Cape Town CBD, where the staff member at the door told me that the amount I was querying was "too small" to worry about. Due to the long queue, I left and instead contacted the Capitec customer care line.

There, I spoke to someone who identified herself as Matshepho Dhalipi, only to later find out her real name was Pinky Dhalipi. She claimed to have logged a ticket and gave me an incident number along with a 24–72 working hour turnaround time.

However, when I followed up this morning, I was shocked to find out that no ticket had been logged — meaning nothing had been done on my query. Fortunately, a helpful consultant named Mat assisted me and created the correct incident report.

It’s unacceptable that I’ve had to do all the chasing and still have no resolution. I expected better from Capitec. This issue has caused unnecessary stress and inconvenience, and it has not been treated with the urgency it deserves.

Please treat this matter as urgent and provide a resolution as soon as possible.