No cash dispensed at Capitec Bank Atm

Good day.

Incident #***3

I do not know if you received any of the emails that I sent to Complaint Management on the 10th, 13th and 14th of April. The first contained my contact number and the other two elaborated more on the incident. It seems like the only time I get responses is when I write on this platform. So I will provide you with all the details in this review and will leave my contact number at the end.

I do not have airtime, due to my current financial situation, to call the Complaint Center. I will however try to give as many details about what transpired on Thursday, 8 April 2021when I tried to withdraw money at a Capitec Atm.

I first checked my balance on the atm (Atm ID: 7466 DNR Boksburg DP 3rd)using my Sassa grant card (Card number: ***) and it showed that I had R1390.81 (Transaction ID:***). I then proceeded to withdraw the money and the transaction was unsuccessful and i assumed that it was because that Atm had no money.

I then went to the second Atm (Atm ID:7464 DNR Boksburg DP) I proceeded to withdraw R1370 from it and I did not request a slip because I knew how much was in the account and how much would be left after withdrawing the funds. It showed that the transaction was successful but no money was dispensed. I then did a balance enquiry and it showed that I only had R5.65 in my Account (Transaction ID: ***, Time:10:41).

While still at that Atm I called one of the Capitec employees and asked them to help me. I told her what happened and then she told me that Atm always gives people that problem. She then added that I was the third Sassa client to complain about the Atm not dispensing cash even though the transaction was successful. She then called head office while we were still standing at the Atm and they confirmed that the money was still inside the Atm. They then said the Atm had Hardware failure. While she was still on the phone she motioned for me to go inside the bank with her and I sat on the waiting chairs and she continued speaking on the phone. She was a bit far away so I did not hear anymore of that conversation. I then saw her writing down a number and then she ended the call.

She then told me that there is nothing that Capitec could do as I was not using a Capitec Bank card and that I should just go to the Sassa Offices and report the matter there. She said that Sassa would handle the inter bank issue and ensure the money is reversed into my account. I then asked if I could have the incident number and she told me that it is just for Capitec Bank and not for me.

I then went to the Sassa Offices and they told me straight that the only thing they could do for me was print a statement, which like my receipts, will show that the money has been withdrawn from my account and that they would not be able to help me beyond that.

I hear someone saying that I should try to check at a different atm and maybe by God's good grace the money may have been reversed back into my account but I only found that there was now R4.00 left in my account.

My children's Grant money is gone and until now no one was willing to help me. I am very desperate for help. All I know is that got stuck at your atm and I dont know how I will get it out. Please help me.

What saddens me the most is that I am also a Capitec Bank client and it pains me to know that my own bank would treat me like this. As of now I have no money in my account and there is no way I can buy basics, pay for transport and creche fees. It has been a week since the incident and my situation is moving from bad to worse. Could someone please help me.

Please help me get my money back. My phone number is ***

Kind regards, Keketso Lekhethe.