Poor Handling of ********** Transaction

I experienced ***** on my account, about R621 left my account and immediately i called Capitec to block my card and log an incident. I was then called and informed that Capitec can not lodge a dispute because because the transaction was done on a 3D secure website. My card number and CVV was used, which i agree but 3D secured implements a third security feature, in this case a Master Card Secure Code (OTP), which i should authourise on my Capitec Bank App. I have never approved this transaction but the bank insisted that i did without even provide any prooof.

I requested the following information; - The website the transaction happened, time and date; - The Capitec Bank App log showing date and time the OTP was sent corresponding to the purchase.

The bank have not provided me with this, their stand is that even if they send the proof it won't change the stand of the bank that they are not lodging a despute with Mastercard. Complaint Management Officer, Natasha Williams said so on a call with me.

I also had a transaction SMS sent to me from the bank about a purchase happened in Betlehem (Outside South Africa), same time another SMS come in correcting the transaction. The two records don't show on my statement or transaction history. The SMSs were on my SMS profile with the bank, the bank confirmed this but i was told later that the SMSs can no longer be seen. Finally, i had another transaction from oversea that was pending since it came through the cancelled card. I gave this background to assist the bank with ********** activities that were happening in the bank.

I still think the bank did not handle this security matter appropriately because their systems should also form part of their investigation and provide proof from there. This exposes the bank security systems and those investigating these incidents.

Thank you Capitec Bank for this bad experience and they way you handled the matter, i will move my money to the other bank.