Unannounced Disabling of Virtual Card Service & Past Security Concerns

Unannounced Disabling of Virtual Card Service & Past Security Concerns

I am writing to lodge a formal complaint regarding the sudden and unannounced disabling of the Virtual Card function on my banking app, and to express my profound dissatisfaction with the bank's handling of my account security.

Early last year, I was a victim of ***** on my Capitec account due to an unauthorized online purchase. Despite reporting it, the branch staff were unable to recover my funds and could only offer a new physical card as a solution. This incident destroyed my trust in the bank's ability to protect me from online *****. Consequently, I adopted the use of Virtual Cards for all online transactions as a critical security measure to control my exposure.

I am a student and frequently use online subscription services for my studies. My practice was to create a unique virtual card for each service to minimize my risks of exposing my main card. Without any prior warning, communication, or explanation, Capitec has now disabled this essential service on my profile. This is a severe inconvenience that disrupts my studies and shows a complete disregard for a client who was proactively managing their own security since the bank itself previously failed.

This action, combined with the previous unresolved ***** incident (which I'm no longer pursuing cos' its pointless), demonstrates a pattern of poor communication and a lack of client-centric solutions. I feel my safety and peace of mind are not a priority for Capitec. If this service is not restored immediately, I will have no choice but to close all my accounts and take my business to a bank that can provide the security and reliability I require.

I expect your urgent response and resolution.