Unauthorised Transactions, Misinformation and Inadequate ***** Response

The Complaints/Resolution Department Capitec Bank [If you have a specific Capitec complaints email/address, insert it here. Otherwise, use a general contact point.] 1. Introduction and Incident Summary Dear Capitec Complaints Resolution Team, I am writing to file a formal complaint regarding unauthorized online transactions on my Capitec card and the subsequent failure of multiple agents to handle the ***** report and provide accurate information. The core issue concerns two unauthorized online transactions made on 02/12/2025 to the same online store where I had made a legitimate purchase on 01/12/2025. My card was immediately blocked upon discovery of the *****ulent activity. 2. Chronology of Misinformation and Service Failure I report the following sequence of events, highlighting the specific areas of complaint: A. Misleading and Defamatory Information by WhatsApp Agent • Upon reporting the ***** via WhatsApp on 02/12/2025, the initial agent informed me that they could not reverse the payments and opened a Dispute case (Case Reference: [Insert Dispute Case Number, if provided]). • When I expressed urgency and requested an immediate halt, the agent incorrectly claimed that I was the one who went onto my app and approved the transactions and stated that proof of this approval existed. • This claim is factually incorrect and was refuted later. I request a formal complaint be logged against this specific agent for providing false information and making unsubstantiated claims of customer negligence. B. Conflicting Instructions and Failure to Apply "Release Hold" • I immediately proceeded to a Capitec branch to resolve the matter and challenge the agent's claim. • The Capitec consultant at the branch confirmed that there was no proof that I approved the transactions, validating my concern that the previous agent had ****. • Crucially, the branch consultant advised that since the transactions were still pending, they could apply a "Release Hold" and contact the online store to recover the funds, estimating a resolution within 3 to 4 days. • While still at the branch, I called a consultant to confirm this process. That consultant stated the "Release Hold" process was incorrect and advised that I must wait for the 30-day dispute case outcome. • This situation involved severe conflicting and incorrect procedural advice, wasting my time and potentially delaying the recovery of the funds. I request an investigation into the branch consultant who inaccurately advised on the "Release Hold" process. C. Unacceptable Delay in ***** Resolution • Despite the time-sensitive nature of ***** and the funds being initially pending, I was repeatedly advised to wait for a standard 30-day investigation period. • I was continuously disconnected while attempting to call and log a complaint, speaking to approximately 10 agents without receiving any assistance in escalating the matter or formally logging this complaint until now. 3. Requested Resolution I demand immediate escalation of this matter and the following actions to resolve my complaint: 1. Immediate review and intervention in the Dispute Case to expedite the recovery of the unauthorized funds, as waiting 30 days for confirmed ***** is unacceptable. 2. Formal investigation into the WhatsApp agent who incorrectly accused me of approving the transactions and falsely claimed to have proof. 3. Clarification and rectification of the conflicting procedural advice given regarding the "Release Hold" versus the 30-day Dispute process. 4. A written explanation for the repeated failures to log my formal complaint when requested via telephone. I expect a substantive response and a plan of action within 5 business days.