Unhappy with resolution
Capitec has disappointed me once again.
On the 18th of September 2025 I received R210 from unknown person who mistakenly sent that money to my account and flagged it with her bank for a reversal which is Nedbank as per the screenshot below… account numbers attached. I still don’t know the name and Surname of the person who deposited that money.
I then received an email attachment as well that my account was recently identified as being involved in suspected *****. “Money related to suspected ***** was transferred into your account. To protect everyone involved, the money will be placed on hold until we complete our review.”
On the 19th of September I then whatsapp capitec to understand exactly what’s happening which is when I got the agent Nomalanga who gave me a brief of what happened.
On the 29th of September which is 10days later (been calling and even went to the branch) during that time. They finally responded sent an email stating - “We have made the decision to block your account/s to protect our clients’ interests and those of the bank. A review was conducted of your recent account activity, and we have identified inconsistencies that are not in line with our internal policies and regulatory obligations. This means that you will not have access to the money in your account/s or be able to make payments into or out of your account/s.”
Later on that day, went to do an affidavit and certified Id and submitted to the bank, i told my story to the consultant at the branch and he was confused of the actions taken for a mere R210. He even said they were only supposed to freeze that money and let you continue.
He send the affidavit through. And he said he will call me if there’s anything once he gets a response, till Today I’m still waiting.
Then I was the 1 also busy calling but on the 2nd I took a day off, went to open a new account at Absa, took my banking details to Capitec - Same branch and this time I asked for branch manager. She just didn’t have time but she scanned them and Said she’ll call me if theres anything. Luckily i took her number so i followed up after days and she didnt have answers as well.
On Thursday lastweek I called capitec again and i found a very helpful guy who even transferred me to coomplants department thats the day I started feeling like things are getting better kanti they getting worser!
I get a call on Friday at 10:46 From Nadine who’s handling my case from complaints departments… we spoke for the whole 12 minutes explaining my side of the story. She apologised and said she’ll get it resolved.
Today she gave me a call to tell me that my accounts will remain closed/stopped. Due to *****ulent transactions in my accounts and there’s been several complaints against my account. I ask her disclose the amounts that are involved in this “*****” she couldn’t, i asked her to disclose how many people complained, she couldn’t, i asked her to disclose how many case numbers are in this invistigation, she couldn’t. I asked her am I gonna get a refund “she said “unfortunately No”
I immediately sent whatsapp and called their call center line, and the lady i found was able to disclose everything i needed to know and she confirmed that there are no case number besides the main 1. There are complaints besides the main complaint for R210. And they were investigating the transaction that happened between 29th of July 2025 to 29 Sep 2025. She even offered to assist me with a dispute case that she will send to “stop department”
I went back to call Nadine this time with a witness on the line and Nadine still couldn’t account to anything, she kept on saying unfortunately she’s not allowed to disclose and she advised that I “may” get the money when I involve ombudsman. To me that simply means at this point me as a client Im not important!
Capitec I have 8 different accounts with you, only 1 is involved in this mess… what about the 7 others are they also under investigation. Please sort this thing out.. you have depressed me enough.
To make things even worse, my lawyer has sent you communication and you havent even acknowledged that you received the email. How pathetic is your service?
