MONEY GOES MISSING IN ATM MACHINE IN FRONT OF AGENT AT CAPITEC, NO MONEY RERURNED EVEN NOW

On the 13/08/2018 I came to the bank with my friend to make a deposit at Capitec in West Street of the amount of R 6 500.00. The machine jammed for about a minute or two, gave me back my card without a receipt. When I saw what was happening I called one of the agents for Capitec (Hlengiwe) to come witness what was happening. Right in front of us three, the ATM Machine went “out of service”. Hlengiwe then took me inside and refered me to one of the agents which was Sakhile. Upon my first contact with Sakhile, I explained to her the situation of what had transpired at the ATM. She made a call to her departments relevant to the situation I had just experienced. She told me that they do see an error in the ATM but cannot see what exactly is the object lodged in the machine.

She then explained to me that it normally takes two working days for the issue to be resolved and wrote down a reference. I put it to her that I am in the process of relocating as I got a new job and I can’t accept the two working days as I need to make payments to my new place in Cape Town which is of utmost importance. She then made a further call to escalate the matter and wrote down a reference. I asked Sakhile if I could speak to her manager as this is unacceptable.

She then referred me to a supervisor Boitumelo whom I had explained the situation that I might lose the place that I have app**** for which comes on a first-come-first-serve basis. She assured me that the matter would be resolved within two days. I did my due diligence by calling the agent to give me a two days grace period and explained to them what had happened.

I came back to the bank on 15/08/2018 to come see what had happened to my query because I had not received feedback from Capitec. Upon my arrival they gave me feedback that the only piece of evidence was a piece of paper that I used from work and no money, and that they are still investigating. I ask her how long is it going to take, she said “I don’t know but I think it’s up to seven working days” even after I asked her whether they should check if they were balancing or not. I told her that I could lose my job if I don’t relocate to Cape Town in time as my company is very strict when it comes to planning and everything is so precise and I could lose my job.

She offered to call my employer and explain to them what is happening and I told her they not going to buy that story because my company plans way ahead for employees to start and I know that they will not entertain those issues as they will distance themselves from it and it will give me a bad record before even commencing my job. I told the supervisor that I am in dire need of this money ASAP as it’s relocation money.

I pleaded with the managers at Capitec to please escalate this matter urgently as I might lose the accommodation that I am going to be at and I could lose my job if I don’t get a place in time. It is a very serious issue that I am having and I cannot afford to lose my dream job.