Transactional Dispute

I hereby wish to express my disgust and disappointment by your appalling service from your branches and telephonically. It’s as if your brains and service level agreements have also gone on lockdown instantaneously with what we are going through as a country.

I have been a loyal Capitec customer since 2006 and I have literally recruited my entire family and friends to join this bank because of the user friendliness and low banking charges.

On the 26th March 2020 I transferred R 5000 from my Absa Cheque Account to my Capitec Savings Account along with transfers from friends and family with various amounts, I did not get notifications for these transactions and assumed them to be delayed. I went through the entire weekend inconvenienced not having used the money for what is what meant for because I did not receive notifications.

It is only at 07:47 AM on Tuesday, 31st March 2020 I woke up to four SMS of unknown purchases as below to a total amount of R 2 782.90.

1. Capitec: Purchase -R238.39 from SAVINGS ACCOUNT; Ref WISH.COM SAN FRANCISCOCAUS; Avail R1172.90; 31-Mar. Info ***

2. Capitec: Purchase -R401.39 from SAVINGS ACCOUNT; Ref WISH.COM SAN FRANCISCOCAUS; Avail R687.74; 31-Mar. Info ***

3. Capitec: Purchase -R139.44 from SAVINGS ACCOUNT; Ref WISH.COM SAN FRANCISCOCAUS; Avail R548.30; 31-Mar. Info ***

4. Capitec: Purchase -R174.34 from SAVINGS ACCOUNT; Ref WISH.COM SAN FRANCISCOCAUS; Avail R373.96; 31-Mar. Info ***

It is at this point I realized I needed to have a branch visit. I went to the Carlton Centre branch where I was disappointed by your branch manager along the consultant that was assisting me. My first question to them was why I was not receiving notifications when transactions were taking place in my account. The sad thing is that your consultant was aware that my account had a hold or block of some sort that ensured my SMS notifications do not reach me. When all these purchases are happening, my bank card is in my possession which I produced to at the branch.

Whilst at the branch I asked for bank statement copy to track transactions that had taken place on my account without my knowledge, this is where I learnt that the above were not the only purchases from Ref WISH.COM SAN FRANCISCOCAUS as I had not received SMS notifications for the previous purchases leaving with a COMINED TOTAL of R 9 527.37 from 26th Match 2020 – 31st March 2020.

The consultant called the Capitec Head Office Card ***** Department and provided me REF #: ***0 whom then promised to get back to me in 7 working days which has not happened to date. I made several other calls to Capitec to find out the status on my query, there is never a clear response when they do pick up their phones and I am left at the end of my wits because I have been hitting a brick wall with your teams both in your Carlton Centre .

I was promised that all my money would be paid within that 7 days once internal investigation is over and my query would have been handled with utmost urgency.

I have a simple request, JUST PAY MY MONEY BACK, I will leave you alone and close my accounts with you to elsewhere I will be treated with respect, honesty and security for my money that I work DAMN HARD for!