Unauthorized Credit Check

24 June 2024, my husband & I visited the Capitec branch in Wonderpark mall to open savings accounts for 2 of my children and fix an app for the 3rd one, Boitumelo was assigned to assist.

Firstly, my husband and I were told by Boitumelo, that we would need our marriage certificate to fix the app, of which he had to leave and drive back home to attend to that request, while I remained in the branch, to commerce with opening the accounts for the minors. Upon my husband's return, we were notified by her, that it won't be necessary to use the marriage certificate (Petrol and time wasted) we brushed it off.

We proceeded to open the accounts for the kids, She checked if my names on my account were updated as per ID and that was it, we left.

The next day to my surprise, I received a notification of a hard enquiry done against my profile from the breau( ******* credit check). I rushed back to the branch and they couldn't assist, I wrote to Capitec Complaints, they responded via email 2 days after and called the following Monday. Brogan assisted me, however could not disclose as to who did the credit check? And why?

She got the branch manager to call me back, and all the manager did was push blame back to the complaints department, pointing fingers with no sense of direction at all. I demanded to know who did this, because it's against the law.

The manager claimed that, "they say it's procedure, when opening any savings account" I asked her, who is the who? And her response was, the relevant department. I asked for the department to call me and explain, running over a week, that has not happened.

I need Capitec to take responsibility , I need to know, who did this? Why did they do it? Should we no longer trust them to protect our personal information?