Unauthorized transactions

<p>Before writing this, it is worth noting that I have had very good service from Capitec Bank until this particular incident. On the 5th of November 2016, I did my bank reconciliations and noticed that R700 was unaccounted for. I went through my bank statement, my sims notifications and my Capitec Bank App where I noticed that an amount of R700 was withdrawn from an unknown center to me and at the time of the transaction I was at home. I went to the branch on 5 Nov and they confirmed that a card was not used for the transaction and that it could be **********. I was told matter would be investigated with 14 days and given an incident number. Fair enough!<br />Following this, I naturally followed up to get an update about 5 (working) days later and the consultant said they'd call me after 14 working days. It was nearing the end of the month and this has gotten me out of budget so I called them again on "working day 10" approximately and was upset for the following reasons:<br />- Capitec did not keep me on the loop and updated regarding the investigation <br />- Capitec call center agents are clueless and kept me holding for up to 5 minutes only to tell me "we'll call you after 14 days"<br />- Capitec first of all did not warn me about a ********** activity, thanks to me doing a bank reconciliation (what's their service and security for)<br />- Capitec did not offer to cancel my card to show that this is considered a serious investigation <br />After this particular call, I told the lady I'd write to Hellopeter because I'm not getting an update. Few seconds later, Capitec calls me to say they will be investigating the matter and will need to cancel my card. I gave them the go ahead to do so. That same day I needed a loan as I was short of money and out of budget. Capitec declined me but that's no big deal. Friday, I get an sms saying I must expect a call in 3 days to investigate. I immediately call them to ask why I must wait 3 MORE days for a call? The call center agent tells me "in fact it takes 11 days" and continued to say my call was directed to the wrong department ect. and that that is the reason I must wait 11 more days. Consultant then takes my reference number and tells me a lady will be in contact with me. I told him to tell the lady to call me at 13h00 as I'd be in a meeting. I get a call from an 087 number asking to speak to (a name unknown to me) and I said it's not me. A few moments later I get a call from an 087 number and it appears to be Capitec as they sent an sms saying I missed a call at 16h51, I tried returning the call but they close at 5. Monday,, I had to call the lady as she was not calling. She interviewed me on the phone and said she'l investigate further. <br /> and<br />My my issue is the level of incompetency within the staff and not taking the matter serious. I was (and still am) out of cash, no money to go to work and these people can't speed up the process? I kept having to call to get a SIMPLE UPDATE. Come on? And now 14 days is upon me and guess what? No refund? I'm a very unhappy client and as soon as I get my money back I will move to a bank with better security, service and knowledgeable staff!</p>