Poor service delivery

***/INCIDENT NUMBER ***AGood day please regard this matter as urgent

With reference to account number *** for Protect SOS Vaal

On 28 February 2025 deposits were made into my account. You will see various transaction for Bolt on the day

I returned home from Randfontein via bolt, and as I was checking my Capitec App my bank card and ID fell out my mobile phone book pouch and I did not notice it.

We got home and an amount of over R 1000-00 went in via eft from a client.

Saturday 1 March 2025 I wanted to purchase equipment for this client in Randfontein. I noticed that two unauthorised transactions in the amount of R 554-11 and R363-18 was deducted from my account.

I immediately went to Capitec bank at Key west and reported the matter

The bank card was stopped and subsequently nee card was ordered. Your ref ***

The replacement card was received. On 4 March 2025 I received a email stating that the charge back for the amount of R917-29 (the total for the two unauthorised transactions in dispute) was in process.

I went to the bank and was informed that the charge back will take 14 to 31 days to be done

In the mean time Protect SOS reg no *** was deregistered and Alert Protect was registered In its place, same address same single director. Reg no ***. Capitec account no ***

I have made many many follow ups on the matter and was each time told the consultant will follow up and phone me back.

I have even done a secure email on the online banking platform but have not received 1 phone call or feedback

Met me list some case dispute numbers ***4 O***. Matsepo ***8. Jabulile ***3. Nikita

To date 53 days have past since I reported the Dispute on 1 March 2025 and I have not received 1 phone call or follow up email. Except for this one that I am replying on now and the one of 4 March which I have attached the screenshots. This I received from the helpfully consultant who assisted me in opening the Alert Protect account.

Can this matter be resolved today please. And the recovered funds be returned to my business account in current use.

I find this totally unexceptable to be promised a follow up and feedback by telephone and not one call was received.

I am also referring this email to the Hello Peter website for assistance if this matter is not resolved today

My contact number is ***

Can someone please get back to me with a reasonable explanation as to why this matter does not get the treatment it should.

This leaves a sour taste in my mouth as to if Capitec Business is the right bank to engage with in terms of a business account.

Please this matter is now rather urgent