Reporting Capitec to Ombudsman for Banking Services South Africa, they fail clients who report online ***** purchases

Very useless bank with useless staff, I purchased an item online using my account with Capitec Bank, only to later realize that the website was likely a ****. After 3 days, when I attempted to track my order, the tracking link was no longer available and no delivery had been made despite the promised 2–3 day delivery window. I immediately reported the matter to Capitec and requested assistance in tracing the payment, which appeared to have been made to a merchant using Yoco. The bank opened a case for investigation, but each time I followed up, their system created additional case numbers. When I visited the bank branch, I was reassured that the matter was being investigated and that I should continue following up through the app, WhatsApp, or their call centre.

However, communication from the bank was poor. They attempted to contact me on an old phone number even though my details had been updated on the system, and they later informed me that the case had been closed because they could not reach me. Despite correcting my contact details and repeatedly following up, I received no meaningful updates. After waiting the requested 30 days for the merchant delivery period, I contacted the bank again expecting the transaction to be disputed, only to be told that the case had already been closed without any refund or resolution. I reported the issue within a few days of the transaction, yet no assistance was provided to recover the funds or properly investigate the matter. Their investigation team does not have contact and agents are calling us as clients to be asking us what happened all the time. Capitec I still need my money and you going to refund me because you failed to attend to my case while it was still early for you to dispute my transactions. I am going to report Capitec to Ombudsman for Banking Services South Africa. You better check your team what they are doing there, this is our money