Potential ***** / Unsatisfied Client

I am writing to formally lodge a serious complaint regarding unauthorized debits and the complete failure to resolve this matter despite numerous attempts on my part.

I had a Rain Pay-As-You-Go service, which I cancelled on 28 August 2024. To date, I have never received a formal cancellation confirmation letter from Rain, despite multiple calls and emails requesting this documentation. Despite the cancellation, Rain has continued attempting to debit my account. This forced me to repeatedly move funds between accounts to avoid unauthorized deductions. A consultant at Capitec advised me to allow one debit to go through so they could block Rain and process a refund. However, matters escalated significantly when Rain debited my account R700 twice in one day, and then again R700 the following day, totaling R2,100 within 24 hours.

When I contacted Capitec: A dispute was logged. I was told Rain had been blocked. The following day, another debit went off.

I was then informed my card should have been blocked earlier. My card was eventually blocked. I was assured Capitec would reimburse the funds while the investigation continued.

To date, I have not received reimbur*****t. Instead, I was later told I must log a complaint with the Ombudsman and that there is no guarantee I will receive my money back.

Additionally, I continue to receive SMS messages from Rain claiming I made a “promise to pay” of R133. I have made no such arrangement. I have been requesting cancellation, not agreeing to payments.

I now have serious concerns: 1.How is it possible for a company to debit an account three times within 24 hours? 2.Why was the block not effective immediately? Why was my card not blocked when the first dispute was logged? 3.How can my bank fail to protect my funds after being notified of unauthorized debits?

This situation raises concerns about negligence at best, and potential ***** at worst. I am now questioning whether this failure lies with Rain’s billing practices or Capitec’s inability to secure my account. As a client, I entrusted Capitec with the responsibility of safeguarding my finances. That trust has been severely compromised. The emotional stress, financial inconvenience, and uncer*****y caused by this ordeal are unacceptable.

I am formally requesting: 1.Immediate reimbur*****t of the full disputed amount. Written confirmation that Rain is permanently blocked from debiting my account. 2.A detailed explanation of how three debits were processed within 24 hours. Confirmation that no internal misconduct occurred. 3.A formal written response within 7 working days.

Should this matter not be resolved urgently, I will escalate it to the relevant regulatory authorities and proceed with closing my accounts. I am extremely disappointed in the handling of this matter and, unless resolved promptly, will no longer continue banking with Capitec.