Urgent Complaint Regarding Identity Theft and Poor Treatment

I am writing to formally lodge a complaint regarding my experience with Capitec Bank.

In 2015, I was a victim of identity theft, during which several loans and accounts were *****ulently opened under my name at Capitec. I reported the matter and the South African ***** Prevention Services (SAFPS) issued me a confirmation letter and registered my ID number on their database for protection. I was advised to present this letter whenever I apply for credit.

On 20 June, I visited the Capitec branch at Mall@Reds, where I was assisted by Kea. I intended to open a savings/transactional account and provided the SAFPS letter, which she emailed to your Risk team. Since then, I have been subjected to delays and treated as if I were the *****ster. Despite my repeated follow-ups, I have not received a clear explanation for the delay or guidance on the way forward.

My most recent interaction, on 30 August, was particularly disappointing. Kea’s attitude made me feel dismissed and disrespected, which only added to my frustration.

My concerns are as follows:

Has the *****ulent account previously opened under my name been properly closed? Is my profile still at risk within Capitec’s systems? What exactly is causing the delay in opening my account? Why am I being treated with suspicion instead of being assisted? This situation stems from Capitec’s past failure in security checks, and yet I am the one facing ongoing inconvenience and poor treatment. I request urgent clarity and assistance in resolving this matter.

I look forward to your prompt response.

Regards