Re: FW: missing funds - Incident# ***3

Attention: ***

With reference to https://www.obssa.co.za/resolving-complaints/how-to-complain/ you being notified of myself, Etienne Basson, lodging a complaint.

This will be day 1 of 20 following the Ombudsman complaint process to step 3.

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Account Closure: 1. I had a Capitec account in 2020. 2. I reported ***** committed on this account. 3. Capitec ignored my ***** report and I decided to close the account. 4. Capitec ignored my account closure request and I reached out to the Banking Ombudsman. 5. After an unreasonable amount of time and threatening Capitec with Ombudsman complaint proceedings I succeeded in getting the account closed

Current Situation: 1. Prior to closing the Capitec account I had purchased two airline tickets. 2. The use of the tickets had been delayed due to COVID-19 and international travel restrictions. 3. I requested a refund on one of the two and advised the travel agents that I needed the refund to be paid into the original account from which the purchase was made, as the Capitec account was closed. 4. This request was not adhered to by the travel agency and the airline, Qatar Airways, ended refunding the ticket back to the Capitec account. 5. I was advised by the travel agents to contact Capitec bank to have this refund payment tracked and returned back to me. 6. On 2021-10-16 I contacted Capitec with the details of my request. 7. On 2021-10-18 I was asked to provide further information to Capitec. 8. On 2021-10-19 I provided the requested information, which was already available in the request I made on 2021-10-16. 9. On 2021-10-27 I followed up on the request. 10. On 2021-10-28 Capitec responded stating that follow up with the finance department was done and feedback would be provided as soon as possible.

Reasons for lodging this formal complaint: 1. I do not have a successful history in getting matters resolved with Capitec bank. 2. It seems the only way to get resolutions from Capitec bank is to get the Banking Ombudsman involved. 3. I am starting the Banking Ombudsman complaints process which will cost me even more time.

Kind Regards, Etienne Basson