Treated like a criminial, condescending uninformed, contradicting call center staff.

On Saturday the 5th of January my card was ****** which was inside my wallet. A short while after a transaction went through for several hundred rand. R396 and some change. I phoned call center to have the card stopped and to reverse the funds back into my account. The first consultant obliged and stopped the card but told me that he would not be able to reverse the funds and that an investigation will be done after which they will reverse the funds. He also remarked that a person would not be able to do an online transaction without my pin. This is not accurate, nevertheless, he told me that the branch in the nearby mall would be open Sunday morning for me to collect my new card. When I got there it was closed. Wednesday the 9th of January a gentleman from the relevant investigation department phoned me and asked me whether I would like to go ahead with the investigation and If I want to it would cost an extra R140 and if the outcome of the investigation rules against me I would lose the R140 along with the funds already ****** from me.

I enquired what the criteria would be for the one to allege that I myself did the transaction. The person from the investigation department stated that they would need to find out that the company my card was used for needs to provide my billing adress, my name and surname, my email adress, ID number. I then told him that these particulars are easily attainable through the contents in my wallet,- medical aid card, bank card, drivers license. I then told him that I would not go through with the investigation as all these particulars were in my wallet. Thereafter I phoned call center again and asked whether I would be able to speak to someone relevant that could assist.The call center agent said that she does not deal with investigations but after hearing my story kept reminding me in a very rude and condescending manner that my claim is not possible because according to her since November 2018 all online transactions need two factor authentication. Again...not true. I informed her that up until and shortly before the incident i did several online transactions where only the card details and 3 digit cvv numbers are required. Nevertheless, she was ****y and not to be corrected and put the phone down.

If I could give less than one star I would. I was treated like a ******** by different individuals within Capitec on top of having to go through the rigmarole of having to get a new card, drivers license, wallet, medical aid card etc. etc.

R396 is not alot of money, but what if it was alot more? I will be closing my accounts a.s.ap.