Money ****** from Capitec account

Below I will post the email (as sent to Capitec bank) . An amount of +- R75 000 was ****** from my mother's Capitec bank account AFTER she has phoned the 24 hour line and requested her account to be stopped (she even cancelled her card). The email was sent to Capitec on 12 June 2018, and she did not receive any response. On 17 June she sent the same email again and requested that somebody AT LEAST just acknowledge receipt. On 19 June she received a message reading : "Capitec : Keenan from service admin is working on your query (incident ********** 7) and will be in contact soon. InFO 0 ********** 38" And till date, no call, email or sms as yet. Herewith the email sent to Capitec, explaining all the steps taken by her since the money was ****** : To whom it may concern I would like Capitec to URGENTLY follow up on the matter explained below and refund me my money. On 10 April 2018 I visited New Park branch in Kimberley and Johnny assisted me to install the Capitec app on my phone as I was using a new phone. During this visit, he also assisted me to transfer R250000-00 from my fixed deposit to my savings account and again to my daughter’s account. On 11 April 2018 at around 8pm I received a message that my number is ported to MTN (my network provider is Vodacom). It gave a number to call if it wasn’t me who requested the port. I called twice with no results, so I decided to visit their shop the next day to find out what was going on. I received an sms from Capitec at around 10:25pm that R100-00 MTN airtime was purchased from my Capitec account and that R3000-00 has been transferred to another Capitec account. As these transactions were not done by me, I phoned the 24 hour Capitec Customer Care line and asked the consultant (whose name I do not have) to stop my account as these were not transactions I was doing. I even asked her to stop my Capitec card as I did not want to take any chances. I received an sms from Capitec to confirm this at around 10:40pm. The reference number I received was ********** 2. She told me to report it to the SAPD and get a case number and then take this number to the branch the next day. At about 11pm I received another sms from Capitec indicating that my daily limits has been increased. I immediately called 24 hour line again, but was informed that the lady who assisted me has already left. The man who answered this call (unfortunately I do not have his name) confirmed that he could see the lady had stopped my account and card. After this I received an sms indicating that my limits remained unchanged. I did not receive any further messages from Capitec that evening. The next morning I went to my nearest Capitec Bank, which is New Park branch in Kimberley (50km from my home) to give them the police case number and find out what is going on. When my statement appeared on the screen, I saw that my bank balance was almost R74000.00 less than it should have been. When I examined the statement, there were transfers done from my account to about 10 other Capitec bank accounts, all after I have phoned and stopped my card and account. These transactions were done between 11pm on 11 April and 10am on 12 April. The last transaction was done just before I arrived at the bank. The consultant who helped me, is called Ketsile, since Johnny (who helped me the previous day) was not at work. She phoned the call centre twice and got the following references : ********** 8 – update case number ********** 2 – other transactions She explained that this will be referred to another department for investigation, and it will take up to 8 days to resolve. On this same day I did open a case at the Boshof police station and received a case number, being 28/04/2018. I also visited Vodacom and MTN, handed in the case number and tried to get information as to who allowed my number to be ported without my consent. According to MTN and Vodacom they cannot give this information to me. On 16 April 2018 (day 5 of the 8 days) around 10am I received a call from Zubayr at the dispute department, who informed me that he investigated the matter and that Capitec will not be refunding my R3100-00. I asked him what about the rest of the money, on which he rep**** that he did not know about the other transactions, only about the R3000-00 transfer and R100-00 MTN airtime that was purchased, but he will look into it and get back to me. The next morning I received another call from Zubayr, informing me that he looked in the other about 10 accounts and was able to salvage R7950-00 and that this would be paid into my savings account, but Capitec would not be refunding me the rest of my money. The amount of R7950-00 was paid into my account the same day. My daughter, Riekie Baird, who lives in Grabouw, Western Cape, decided to visit the Capitec head office on 18 April 2018. She spoke to Jimmy Sounes at Forensics who iniated an investigation into the matter. On the evening of 19 April 2018 at around 7pm I received an sms that an amount of R505-02 was debited on my account. I was frantic, as at the time I did not know what money was debited, and I called the call centre twice that evening to stop my account again as I was convinced that the ********** were going to take the money that was in my account again. I had to borrow money from my children to pay for the delivery of a new geyser and building material. The R75000-00 that was in my savings account was to pay for the fixing of my palisade fence and to install a new geyser at my house, and in my mind’s eye I saw that borrowed money disappearing again. Both times I phoned, the call centre consultant told me that they could not stop my account activity or reverse a debit order exceeding R200-00, on which my daughter sent a whatsapp message to Jimmy Sounes and he then stopped my account activity. The next morning I spoke to my insurance broker, and she confirmed that the insurance company has iniated the debit order against my account. The reason I didn’t know about this was because the debit order should only have started a month later. I phoned Mr Sounes and with great relief told him this was an insurance debit order. He then opened my account again. Neilen from the Forensics Department phoned me on Saturday, 21 April, asking a lot of questions relating to the transfers, etc. I did receive a call from Neilen again on 28 May 2018, informing me that he was still busy with the investigation. On 1 June 2018 I received another call from him, informing me that his investigation was complete, and that Capitec would not be refunding my money, as his findings were that no Capitec staff member was involved and Capitec is not at fault. I asked him for a copy of his report, but was denied a copy. I did direct the following questions at him : 1. How can money be transferred from my account by internet banking after I have phoned the call centre to stop my account? His response was that the call centre consultants cannot stop this. This cannot only be done in a branch and the client needs to be in the bank to do this. 2. Why did Zubayr not know about the the other ********** transactions for over R70000-00 and only investigate R3100-00? Surely the bank should have been in a position to have salvaged a bigger portion of my money should they have looked into this immediately or just block the other almost 10 accounts immediately instead of almost a week later. Now, as of today, I am lodging a complaint at the Banking Ombudsman, and I am sending this email to Capitec in order to offer Capitec the opportunity to refund my money, plus the costs of these ********** transactions, plus interest on the amount ****** from my savings account as from 12 April 2018 until the date on which I am refunded. Apart from Capitec as a bank that should protect their client’s money, the following should be taken into consideration : 1. As a client, I took the necessary steps to phone the call centre to stop my account activity immediately after receiving notification of suspicious transactions. Not once did the call centre consultant inform me that she was unable to do this. I got a reference number for the call and I was at ease that my account was stopped, preventing further ********** transactions from arising. Further, on receiving an sms about the limits being increased later the evening, I phoned again to ensure that all was in order and was put at ease by the call centre a second time. 2. A number of 9 ********** transactions went through my account AFTER I (to my knowledge) stopped my account. 3. If Capitec can only stop a client’s account if the client visits a branch in person,then surely Capitec should have their branches open 24 hours a day in order to allow a client the opportunity to visit a branch in person in the event where money is being ****** from their account after normal banking hours? If there is no branch open for 24 hours, ten this scenario conveys a message that Capitec can only protect a client’s interests during normal business hours. I would like Capitec to refund me the money, plus costs and interest (as said earlier) as soon as possible, as I am not in a financial position to carry this financial loss, which has not been my fault, for an indefinite time. I would appreciate it if this matter can be settled amicably and that you will refund me speedily so that I would not have to seek legal advice, which inevitably will lead to more costs. I look forward to receiving your positive response very soon. Regards, MRS M M WESSELS