Unauthorised Debit Order by Clientele

Good Day,

I've recently joined Capitec from one of the big banks because my wife showers praises of your services. She also told me that you offer lower fees, which is true because I verified.

The shock of my life happened when an unauthorized transaction occurred on my wife's account. She went to a local branch and asked that they get it refunded. She was told it's not possible. Interesting because my former bank used to be able to do this if I made a query within 30 days of the debit going off. But you were able to block the debit from going off again.

Anyway, she was advised to open a secondary savings account and transfer all her monies to it. This, she did. Yesterday, I transferred money to her and immediately the R279 debit went off. This is a huge debit and it seems to come from Clientele. Clientele is a big company, and I don't understand how they got my wife's details to open an insurance product from which she isn't aware of. My wife has never had any policy in her life.

I'm worried that this will keep going on. How is Capitec planning to stop this madness?

Thank you.