Urgent Complaint Regarding Unresolved ATM Dispensing Error

Urgent Complaint Regarding Unresolved ATM Dispensing Error – Incident Numbers: ***, *** | Case No: ***8 Dear Capitec Complaints Department, I am writing to formally raise my dissatisfaction regarding the handling of my complaint linked to: Incident Number: *** Case Number: ***8 Incident Number: *** On 15 August 2025, I sent a Cash Send of R1200 to my employee. He withdrew the funds from the Capitec ATM at CheckSave Moorton, Chatsworth at 07:59 AM. However, although the slip reflected R1200, the ATM only dispensed R600. I immediately reported this to Capitec, and an incident was logged. Since then: No investigator has contacted me to understand what happened, despite my repeated requests for a call back. No effort was made to speak to witnesses. Both the store manager and the security guard confirmed that not only my employee, but another customer just before him, experienced the exact same issue with the same ATM. On 21 August 2025, I received feedback that the case was "resolved" on the basis that the transaction was "successful." This conclusion is unacceptable, as it fails to address the clear ATM malfunction witnessed by multiple people. I am requesting the following: Proof that R1200 was dispensed, including ATM reconciliation records and video footage from the time of the transaction. A clear explanation of how Capitec concluded the transaction was "successful" without contacting me or verifying the evidence. Immediate escalation of this matter to a senior manager, as the initial investigation appears incomplete and negligent. This incident has caused financial inconvenience and raises serious concerns about Capitec’s handling of customer complaints. I expect a prompt response and a proper resolution to this matter. Kind regards, Azaad Waheed Khan ***