Shocking Customer Service and Delayed ***** Resolution – Capitec Fails to Deliver

I am extremely disappointed with how Capitec Bank has handled a serious ***** incident on my account. My bank card was compromised, and unauthorized transactions occurred. I took immediate action by going into a Capitec branch to report the *****. The consultant was helpful at first, and I received an SMS with an incident number, stating the matter would be resolved within 4 hours.

Later, I received another SMS saying the case was "completed" — yet no resolution or feedback was provided.

The next day, I returned to the branch, where I was told to contact customer service. When I did, I was informed that there was no record of my original incident. I had to start the entire process over again and was issued a new reference number. I was promised feedback within 24 hours — nothing came. After multiple follow-ups, I’ve been given different timelines by different agents: 14 days, then 30 days, and now even that timeline is unclear.

The most frustrating part is that my bank card remains blocked, and I cannot access my funds. This has created major inconvenience in my daily life. Capitec’s WhatsApp support is useless, looping back to the main menu, and the inconsistency in information from agents is unacceptable.

There is a clear lack of urgency, accountability, and care from Capitec when it comes to handling ***** and protecting customer information. I expected much better from a financial institution. It’s unacceptable that I’ve had to chase updates for weeks with no resolution.

Capitec, this is not how you treat customers. I am now considering moving to another bank — one that actually values customer security and support.

I expect an immediate escalation of this case, with clear communication and a proper resolution. If not, I will be taking this further with the Banking Ombudsman.

Reference numbers received: *** Preferred contact: ***