Request for resolution with capitec account

I am writing to formally lodge a complaint against Capitec Bank regarding the unjustified and prolonged restriction placed on my bank account, as well as the lack of communication and resolution from their ***** department.

On 25 March 2026, I was notified that my Capitec account had been placed on hold due to suspected *****ulent activity. I immediately contacted the bank and advised them that I had no knowledge of the funds in question, nor was I expecting any such deposit. I was instructed to obtain an affidavit from the police, which I did and submitted on the same day through a branch consultant as well as via email.

Despite complying fully with all requirements, I received no updates from the bank despite several follow-ups. On 9 April 2026, I contacted Capitec again and was informed that the case had been closed and that I could access my account. However, I was still unable to do so. Upon further inquiry, I was then informed that my account had been placed on hold again, without any explanation.

Since then, I have made numerous attempts to obtain clarity, including emails to the ***** department and in-person visits to the branch. Branch consultants have also attempted to contact the ***** department on my behalf, but no feedback has been provided to me.

This situation has caused significant financial hardship. I have been unable to access my own funds, which has directly affected my ability to pay for essential expenses, including my personal costs, my son’s school fees, transportation, and basic necessities. I have had to rely on others for financial assistance due to the ongoing restriction on my account.

I wish to highlight the following: - I have fully comp**** with all instructions provided by Capitec Bank - I have no knowledge of or involvement in the disputed transaction - I do not wish to receive or retain the funds in question and have no objection to them being reversed

I have been informally advised that the delay may be due to a third party not submitting required legal documentation. However, I fail to understand why my account remains restricted when I have met all requirements on my part. I believe it is unreasonable and unfair for the bank to continue penalizing me as a client under these circumstances.

Capitec Bank has failed to: - Provide clear and consistent communication - Offer a reasonable explanation for the continued restriction - Resolve the matter within a reasonable timeframe - Consider the financial prejudice I am experiencing

I respectfully request the Ombudsman’s assistance in this matter to: 1. Investigate the conduct of Capitec Bank in handling this case 2. Facilitate the immediate release of my account and access to my funds 3. Ensure that I receive a clear explanation for the actions taken 4. Address the financial and personal prejudice I have suffered due to this matter

I believe I have acted in good faith throughout and have made every effort to cooperate with the bank. The ongoing lack of resolution and communication is unacceptable.