Two weeks later, still no refund of R1,037 and no feedback

On 12 September 2025 I opened a Capitec account through the app. The sign-up was smooth. Later that day I received a payment of R1,500. When I checked my banking app I saw an unauthorised debit of R1,037.

I called Capitec on 12 September and was told it was under investigation and I would get feedback the next day. No one called me back. I called again and was told by a team manager to go to a branch for fingerprints so I could get immediate assistance.

On Monday, 15 September 2025, I went to the branch, completed fingerprints and asked for the agreement that supposedly shows I owe money. I was told it is in the archives and would take about two hours to retrieve. As of today, 25 September 2025, I have received no document, no feedback and no refund.

Two different consultants have told me the account in question is paid off, so they cannot explain why money is being deducted. I have never had a Capitec savings account. The only product I had was a loan in 2012 under Global One, which was fully settled. I do not see anywhere in your terms that allows you to debit my account without my consent.

Please refund the full R1,037 into my account immediately, provide a written explanation of the error, and confirm that no further unauthorised debits will occur. Someone from Capitec must contact me today to close this out.