***** - missing payment to another Financial Institution

I confirm i have been a loyal customer of Capitec for the past 15 years. I further confirm making an immediate payment on 31 March 2025 from my Capitec account to my Standard Bank account in order for my Home Loan to be debited on the 1st of April 2025. I have been using this service for the past 4 years since owning my home which is financed by Standard Bank. I followed the same procedure diligently monthly every single month. I received a proof of payment for my immediate payment made, and noticed this morning 2 April 2025, that i have not received a confirmation sms from Std Bank confirming receipt of the monthly payment of R7500.00 nor the sms confirming that my debit order for my Home Loan has been debited.

I phone Std Bank whom confirmed that there is no transcation indicating that monies has been received and placed me on hold to check to track the payment ref which is on my pop i received from Capitec. They could not see anyting. The consultant from Std Bank heard how distraught i was and insisted to a three way call with Capitec, which she infact did. With that call i was given a reference number only and the Capitec consultant placed the phone down immediately in my ear, with me being able to request the steps to follow from their side. I return the call immediately and provide the reference number and the lady then informed me that she will be escilating it and took my cell number to keep me updated throughout the course of the day. My employer and colleagues encouraged me to go to the nearest branch to get clarity and update, because i havent received phone calls with updates. I visited the Newton Park 4th Avenue branch with a very incompatant consultant that cannot pick up or notice that I am a woman in distress and need guidence, because this is my Home Loan monies which is missing. I am a single mother without backups and handle my business on my own. I have a great standing with my Credit Record and fear because of Capitecs neglagence this will negatively impact me. Who is paying my Home Loan instalment this month with in fact bounce, extra costs because of a debit order has bounced. The consultant merely took a screenshot of my statement from Standard Bank to "prove" they did not receive it. I mean what on earth was the initial three way phonecall for. He sent the screenshot to his Manager Marilise Schoeman (not sure of spelling) who as branch manager of a very small branch did not take a second our of her time to give me any reassurances for my fear of where my money is and what is going to happend to my other account.

The consultant name i can not recall as I was terribly upset, he merely informed me to be patient.

I am VERY sorry, it is easy for anyone to say be patient if it is not your money.

I will not hesistate to take the matter further shoudl it not be finalised by close of business today.