Repeated Unauthorized Charges – Fifth Time Reporting the Same Issue

I am writing this complaint because this issue has now been reported five times and it still has not been resolved.

My account with Capitec Bank continues to receive charges that should not be happening. I have repeatedly reported transactions from Apple and Google and clearly requested that these payments be stopped. I have done this in the branch, on the telephone and through other communication channels, yet the charges continue to appear on my account.

On 06 March I transferred R580 twice, however the funds were deducted because of charges such as card purchase limit exceeded, SMS notification fees and international online purchase insufficient funds. These charges occur because Apple and Google transactions continue to be attempted on my account despite the fact that I have already requested several times that these transactions be blocked.

This situation has now become extremely frustrating and unreasonable. I should not have to repeatedly report the same problem while continuing to incur charges and failed transaction fees. The most concerning aspect is that this issue has already been reported five times, yet no permanent solution has been implemented and the same charges continue to appear.

I have formally requested that Capitec refund all related charges and fees, immediately ensure that all Apple and Google transactions are permanently blocked on my account and provide a clear written explanation as to why these charges continue despite multiple reports and requests.

I also want to make it absolutely clear that I have already instructed the bank that all communication regarding this matter must be conducted strictly in writing. I do not consent to receiving phone calls regarding this issue. I have professional responsibilities and I cannot continue to interrupt my work repeatedly to deal with a problem that should have been resolved long ago. Written communication ensures proper record keeping and avoids further unnecessary disruption.

If this matter is not resolved urgently, I will escalate the case to the Ombudsman for Banking Services for further investigation.

At this point I expect a proper written response, a full refund of the charges and a permanent resolution to this ongoing problem, as continuing to report the same issue without any corrective action reflects extremely poorly on the bank’s complaint handling process.