Poor service by Capitec Bank

Hello Peter.

Please be advised that on the 29th January 2020 I went to withdraw R2500 at an ATM in Capitec fourways mall. There are 2 ATM'S situated outside the Branch. I went to the 1st ATM and the ATM only displayed the view balance option, I then removed the card and then immediately went to the second ATM as there was no one on the line. On the 2nd ATM I managed to withdraw R2500 as it was my requested amount. While I was waiting for my money to dispense. I then received 2 SMS's showing that 2 R2500 went out, I then got shocked because I requested one R2500, and the machine dispensed one R2500, nothing more. These two transactions happened within 40 seconds, which is not possible.

I then entered the Branch, spoke to the consultant that was standing on the door seeing me getting shocked and witnessed my struggle. I then explained to her what happened, she then said maybe the error will be corrected, and it was never corrected. I then spoke to the Branch manager, who then called the monitoring department of the ATM, and she was told that the money was inside the machine, it wasn't dispensed because the transaction was unauthorised, it wasn't a duplicated. She was then told to call the complain department, which she did, and she didn't get help.

I then called the complains department, and explained my situation, they then wanted to speak with the consultant who was assisting me, she confirmed the incident, and then they wanted to speak to the Branch manager, who also confirmed the incident. The lady from the complain department then hammered the manager and asked her why didn't she resolve the matter internally instead of me having to call their complains department. The lady from the complains department never wanted to speak to me again. The Monitoring department indicated the transactions happened at 12:35 and 12:36, one R2500 went out on the machine.

I was then given the reference number and was told that I have to wait for 7-14 days while they are busy with their investigations and reconciling their machines.

I told them that that's a long time because I have been there since 12:30, I left the branch at 16:00 without an answer.

On Saturday 01 February 2020, I received a call from one of Capitec Bank departments, I was told that both R2500 where dispensed in both machines. I then asked why are they coming up with stories after 3 days?

I was told where to get off because the bank balanced their machines are their ATMs are balancing.

Capitec bank is de*****ing people with their ATM'S. Their controls are very weak. They dont prioritize their customers. They couldn't do their work same day, only to change their story later. No one wants to take responsibility. I had expenses to pay the following day, now I had to borrow money in order to cover my debits.

This is poor service, today 05 February 2020, I went to meet with the Branch manager, and she also had no answers to provide, and the Capitec seniors cares about money and not their customers. I'm now in pain because I have incurred debts because of Capitec.

Capitec, I want my money and to be taken seriously.

May Hello Peter please kindly assist me on this urgent matter.

Kind Regards Julius Mhlanga