Urgent Complaint: Unauthorized Transactions After Cellphone Banking Was Supposed to Be Suspended

On 24 May 2025, I visited a Capitec branch and requested the immediate suspension of cellphone banking after my phone was lost. I was assured by the consultant that the app had been disabled and all access blocked.

However, upon reviewing my bank statement, I discovered that unauthorized transactions continued to go through via cellphone banking — even after the suspension request. These occurred despite my explicit instruction to lock down all app access, and confirmation from Capitec that it had been done.

I reported this to the ***** department (Incident #***). Sadly, the process has been slow, lacking transparency, and has caused significant financial and emotional stress. I’ve had to borrow money just to meet essential obligations like rent and transport.

What I expected:

A complete shutdown of the app-based banking as per my request.

Timely, transparent updates from the ***** investigation team.

Accountability and urgency in resolving the matter.

What I received:

A long silence and vague promises of investigation.

A situation that has directly impacted my ability to work and meet basic needs.

This experience has left me extremely disappointed and vulnerable. I have since lodged a complaint with the Ombudsman for Banking Services (OBS), hoping that they will help fast-track a resolution.

I am requesting the following:

A full reversal of all unauthorized transactions made after my formal request to suspend the app.

Compensation for the hardship and inconvenience caused.

An investigation into the handling of my request at branch level, especially by the consultant who assisted me.

Capitec, I trusted you to safeguard my finances — and now I need you to urgently step up and fix what went wrong.