Request for Reconsideration of Denied Claim - Urgent Response Required

Dear Capitec Bank ***** Department,

I am writing to express my deep concern and dissatisfaction regarding the denial of my claim, which was filed on 30 November 2023. The circumstances surrounding the incident were distressing, as I was strangled and held under duress for a prolonged period of two and a half hours.

During this traumatic event, I was coerced into providing my PIN, and the perpetrators also gained access to phone, enabling them to carry out unauthorized transfers. I understand from the information received from your claims department that the funds used in these transactions could not be recovered.

My primary concern is the timeline of events following the unauthorized transfer. I immediately contacted the bank as soon as I was free and able to act, reporting the incident and providing all necessary details. However, I would like to understand how long it took for the funds to be used by the *****ulent recipient after my call. Additionally, I would appreciate clarification on whether the bank could have acted faster to minimize the financial loss I am now burdened with.

The denial of my claim based on the assumption that I am at fault for what transpired is deeply distressing. I feel as though I am being strangled by the bank, as this decision fails to acknowledge the traumatic experience I endured and the impact it has had on my overall well-being.

I urgently request a thorough review of my case, taking into account the exceptional circumstances surrounding the unauthorized transactions. It is crucial that the bank demonstrates its commitment to customer safety and security by reevaluating the denial of my claim. I kindly ask for a prompt response outlining the steps that will be taken to address my concerns and rectify the situation.

Thank you for your immediate attention to this matter. I look forward to a swift resolution.

Yours sincerely,

Mr Mattheus J Coetzer