Urgent Complaint: Unauthorised Card Transactions and Poor ***** Handling Capitec ***** Case Number – ***

I am writing to formally express my dissatisfaction regarding the way my ***** case has been handled by Capitec’s ***** Department.

I travelled to South Africa in April 2026 and returned to Zimbabwe on 4 May 2026. On 8 May 2026, *****ulent transactions were made using my Capitec card at Tabbs Diyana in Johannesburg, South Africa. I only became aware of these transactions recently when I attempted to make an online purchase and noticed the missing funds.

As a precaution, I always update and restrict my card limits once I return to Zimbabwe. This makes it extremely concerning that transactions could still take place in South Africa after I had already left the country. It is clear to me that my card details were likely cloned while I was using my card in South Africa, whether at a retail store or a fuel station.

I reported the matter to Capitec immediately and logged a ***** case. I was assisted by a consultant named Thelma, who advised me that the investigation could take up to 14 working days. However, after already waiting a week, the only response I have effectively received is:

“We realize this is not the outcome you wanted, and we are sorry for your loss.”

With all due respect, “sorry” is not an acceptable resolution when a customer has lost R9,100 through *****ulent activity. It is easy for a bank to apologise when it is not your own hard-earned money that has disappeared. This amount is significant, and I refuse to simply accept the loss without proper investigation and accountability.

I want my money refunded. It is not my fault that Capitec’s banking systems are vulnerable to card cloning and *****ulent transactions. Customers trust the bank to have secure systems in place to protect their accounts and personal banking information. I should not be expected to carry the financial loss for ******** activity that occurred because *****sters were able to access and use my card details so easily.

What concerns me even more is that these transactions reportedly took place at the same store, on the same day, within minutes of each other. Surely this should make it possible for Capitec to urgently investigate the merchant, obtain CCTV footage, identify the individual who used the cloned card, and recover the funds where possible. Instead, I am left feeling as though the burden of this loss has simply been shifted onto me as the customer.

I find the handling of this matter highly unprofessional and unacceptable. Customers trust Capitec to protect their accounts and to act swiftly and effectively in cases of *****. At this stage, I feel that Capitec has failed me entirely.

I request:

A full and urgent investigation into these *****ulent transactions; Clear feedback regarding the progress of the investigation; Information on what steps Capitec is taking with the merchant involved; Clarification on why the transactions were allowed despite my location being outside South Africa; and Immediate reimbur*****t of the *****ulent transactions.

I expect a formal response as a matter of urgency.