No reversal of Unsuccessful Online Transaction

Monday 11th November I placed an online order and paid with my Capitec card. The transaction was unsuccessful but the funds went out of my account.

I tried the transaction another 2 times with an FNB credit card and the transactions were unsuccessful but immediately reversed.

On Tuesday morning I noticed the Capitec transaction was ‘Unprocessed’ via the App but the money did not reverse into my account. I went into that bank the same afternoon and the consultant opened an investigation into the matter. She told me to allow 24 hours and if the money was not reversed, I should call the call center. Wednesday morning the transaction was still listed as ‘Unprocessed’ and the money still not back in my account.

I called the call center only to be told that this process could take up to 14 days as Capitec is investigating the matter. Friday morning I received a call from Aneeqah. She said that the procedure is 14 days as I have no proof of the unsuccessful transaction. I asked if Capitec had contacted the online merchant. She said it’s not what Capitec does. So how the hell do you investigate and what the hell are you investigating!?!?!?!?! See it makes no sense.

I offered to call the payment Gateway PayU and if I was able to get some proof of the failed transaction, could I email the proof to Capitec and then maybe they could assist. She said yes and I received an email address via SMS with a reference number.

At 11:01am Friday morning I emailed Capitec with the proof that the transaction failed together with the Merchant ID, bank reference etc. and simply asked in the email that they respond with a confirmation of receipt. No surprise that I received no such response nor confirmation from Capitec or the consultant.

I called in Saturday morning again and spoke to the consultant explaining in detail the problem. The call lasted for 30 minutes. What a waste of my time! The previous consultant Aneeqah had closed the matter and now they had to reopen. The matter was closed without any communication to me. What unqualified, unprofessional consultants are employed by Capitec? The matter is still unresolved and Monday will be a full week without a reversal on what should have been a fairly simple process.

I have proceeded to remove all my funds from my account and once the reversal has been processed, I will be closing my account with immediate effect. This is completely ridiculous. You can run a bank if your customers have to chase after you for their money. I will never recommend your bank to anybody.