Hellopeter
Share Your Experience
NA
Nolie A

1 reviews | Active since Dec 2021

16 Jul 2025, 15:34

Unhappy abroad with no access to my account

I am traveling out of country and Im currently in a foreign country. Before I left I went to a Capitec branch ti inform tgem I was traveling and I was reassured by the consultant that I will have no issues. I have been using my card for the past 7 days I've been abriad and suddenly this morning I received a message in the app that my account is on a soft hold and I must visit a branch with my ID. Im out the country and not on call roaming so cannot make calls to the bank or receive their calls. I chatted with an agent who verified me on WhatsApp and told me to email client documents as my account is undergoing enhanced due diligence! I emailed the said email and only get an auto reply that I will be assisted in 48 hours! Im in a foreign country with no access to my account and unable to check into the new hotel. This is frustrating!!

0
Replies (3)
NA
Nolie A's update16 Jul 2025, 15:50
Reviewer Update
The response I received is I must wait for 10 days! I return to South Africa on the 19th! What am I supposed to eat or even pat for my hotel till then. This is ridiculous
NA
Nolie A's update16 Jul 2025, 16:13
Reviewer Update
Please email me. Im not on call roaming I cant receive the incoming call. I've emailed all the necessary documents to have the hold lifted. Please can this be escalated so the documents can be reviewed.
Capitec Bank
Capitec Bank's reply16 Jul 2025, 16:36
Official
Hi Nolie, thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.