Money transfer by CAPITEC Bank from my account to another

I am a client of CAPITEC BANK. On the 25th January 2018 I received a notification from my cellphone of a transfer made by CAPITEC from my Bank Acc. which read: 'Money Out-R2556.32 from SAVINGS ACCOUNT; Ref SARS ********** 168AI ********** - ********** 0'. I went to CAPITEC Bank in Cape Town branch the same day and was told to call or go to SARS to get clarity.

On the 26th January 2018 I went to SARS and was given a statement of my SARS account but the money transfered by CAPITEC from my Bank Account was not reflecting on the statement they gave me. They said if the transfer was made it should take 24-48 hours to reflect on their system.

On the 1st of Feb 2018, I then called SARS contact centre @ ********** to enquire about this transfer, and whether it does show on their system. They asked me as to when did the transfer occurred and how much was it, I told them it happened on the 25 January 2018 for the amount of R2556.32 and that the ref no. used was SARS ********** 168AI ********** - ********** 0'.

They asked me to give them my Tax ref no. and my SA ID no. of which I did, and they said on their system there is nothing reflecting as a transfer or payment made on the day of the 25th Jan 2018 and not even in any other day after that. Even if they are tracking this payment using an amount - R2556.32 it does not reflect or show at all (they cannot find it on their system, and they are finding it strange because it should be reflecting since transfers and debit orders do not take more than 48 hours to appear or reflect. On the same day I went to Capitec Bank in Bay Side Mall (which is the branch nearest to where I reside). I was assisted by a young lady by the name of Zodidi Shade Non****wana (Ass. Branch Manager), she told me that they will not have that kind of an information at branch level but she then called the IT dept explaining the situation and was told that she must send an email to one of their dept_Client Accounts Management dept. She promise to send an email about the matter and also to get back to me with a feedback the following day.

On the 2nd of Feb 2018 I decided to visit the SARS branch in Cape Town early in the morning before visiting CAPITEC to enquire about this transfer again, I requested my SARS statement of Account, but before they print the statement I requested the lady who was assisting me to first check the transfer made to them from my Bank account on the 25 Jan 2018 if it does show on the statement. The lady confirmed that nothing is showing on the system, and she kept on trying to search with different dates from the day this transfer took place until the 2nd of Feb 2018, still there was nothing showing of that transfer. SARS did find it strange that the amount in question is not reflecting on their system whereas according to their knowledge it should at least take a day or 2 to reflect, they advised me to go back to the Capitec Bank and request the full details of the transfer and the Bank Acc. they used to do this transfer.

Later on the same day I went to Capitec Bank at Bay Side Mall for a feedback about an email which Zodidi Shade Non****wana was to send to one of their dept (CAM dept) enquiring about the transfer. I was told that the lady had an emergency and therefore left early. The branch manager by the name of Ashely Pudumo attended to me and call another one of their dept explaining the matter but was told that CAPITEC received instructions from SARS to make this transfer. I requested them to give me these instructions as they should be containing SARS Banking details, Ashley then sent an email to their Business Support Centre dept requesting this info. and promised to give me feedback the following day before 11 am for a feedback.

On the 3rd of Feb 2018 I went back to the bank for a feedback hoping to get the SARS instructions containing the Banking details used to transfer the money, and was told by the branch manager (Ashley) that there was no response to the email she sent a day before. I requested her to call the dept (Business Support Centre) to find out about the feedback, she gave me the phone to call them which I did, after an hour trying to explain what I need from CAPITEC being refered from 1 person to the next. The last person I spoke to on the phone forwarded a SARS document with an instruction to deduct money from my account but this doc did not have any SARS banking details in it.

This is costing me my time; money and energy of which the ONLY thing I am requesting from CAPITEC is a SARS document containing their banking details they have used for this transfer or a screen dump on their system showing this transaction with the banking details they used to transfer the money into, so I can go back to SARS with a tangible evidence. But I need something concrete not vague, SARS is willing to assist and are transparent about everything but they need me to bring proof of this as they have done they part on showing me everything they have on their system under my SARS account/SARS profile. I hope I receive help as I want to identify whether this is ***** or legit so that it can be stopped from happening in future to me or any CAPITEC client. If CAPITEC is at fault so they can also learn from their mistake of whether the document is legit or not_because they are suppose to make sure if the banking details provided to them as SARS do match with that of SARS. SARS will never refuse to give them that info as some sort of verification before they even proceed with acting on the instructions from SARS, they are aware that our monies are at risk of ********** etc everyday.

I personally will never continue to keep or put my money in a bank that has no control safety measures to protect its clients. I wish this matter can be resolve so we can all continue with our lives.

Regards, Noluvuyo Loretta Gawu