Urgent Demand for Refund – ATM Cash Not Dispensed (Paledi Mall, Limpopo)

To whom it may concern, I am writing to formally demand the immediate refund of my mother’s money that was not dispensed by a Capitec ATM at Paledi Mall, Limpopo. On 3 February, my mother, a 70-year-old pensioner, attempted to withdraw R2,000, which is her only source of income. The ATM processed the transaction, returned her card, and reflected that the cash was dispensed, but no money came out of the machine. My mother did not leave the ATM at any point, and no one else approached or used the machine after her. This incident is fully verifiable via ATM camera footage, and Capitec staff at the branch have already acknowledged that the machine records confirm the cash was not received. She was informed that an email would be sent and that she should wait for feedback. As of today, 10 February, there has been no communication, no resolution, and no refund. She returned to the branch again on 5 February and was given the same response, with no assistance or clear timeline. This ongoing delay is unacceptable, especially given that the money involved is a pensioner’s only means of survival. The continued lack of action reflects a failure to assist elderly clients who depend on these funds. My mother has now been without her money for over a week, with no accountability from the Paledi Mall branch. I am requesting that the full amount of R2,000 be refunded immediately and that this matter be treated with the urgency it deserves. Failure to resolve this promptly will leave us with no option but to escalate the matter further.