Terrible Service

<p>On the 15th of june 2016 my cellphone got ****** while coming back from work. As a normal person you would report the incident to your cellphone provider. I then proceeded with a simswap on the 16th june 2016. On the 17th june 2016 i decided to go withdraw money from the atm, only to found thatI have no funds in bank accout. I immediately headed to the Capitec branch in Randburg to find out what was going on. The consultant that assisted me advised me that on the 16th june 2016 my money was transfered from my account to another capitec account through moble banking. I asked her how was that possible because on that day i was in a process of doing a simswap meaning that i had no excess to my cellphone number to make such transactions. I was then given an INC# ********** 6 was advised that I'll get a respond within 30 working days. On 7th july 2016 I received call from capitec advising me that they have declined my claim because I didn't report my phone stole/lost to my bank as it is a standard procedure with them. To be honest I have never heard of such in my live, isn't that standard if you lose your bank card and with the regards to the mobile banking app isn't that suppose to be safe as advertised by the bank itself. I am really disappointed in the service that I received from capitec as i have intrusted them with my money/savings and today I'm told that there's nothing they can do about that as i was suppose to report my phone ****** to them first. And the funniest thing about this that they have access to see who the money was transfered to but failed to assist me as their client. Really disappointed and disgusted in the way Capitec services their clients. And moving forward how safe is our money with them if they cannot assist when money is ****** from your bank account from their bank. The sum of R1900.00 was ****** from account and I need proper assistance before I take this further.</p>