Urgent Escalation Required – Blocked Account & Case Ref ***

Dear Capitec Client Care,

I am writing to formally request an urgent escalation regarding my blocked account under case reference ***. Despite following all required procedures, I have received inconsistent information, no meaningful assistance, and no written confirmation from Capitec regarding the status of my case.

On my side, I have:

Submitted the requested affidavit

Visited the Parow Centre branch and spoken to multiple consultants

Followed all instructions provided to me

However, I have encountered the following issues:

1. Conflicting information: One consultant informed me that the matter would be resolved within five days and that I could collect my funds in the meantime. When I arrived at the branch, I was told that funds could not be released until the account is unblocked.

2. Lack of communication: I did not receive any confirmation email or documentation, and I had to request a reference number myself.

3. No progress or feedback: Despite multiple attempts to obtain clarity, no one has reached out to update me on the investigation or the expected timelines.

This experience has caused significant frustration and raises serious concerns about how my case is being handled. I respectfully request that this matter be escalated to a Supervisor or Level 2 ***** Investigations team immediately.

Please provide the following in writing:

Confirmation that all my documents were received and correctly uploaded

The current status of the investigation

A clear and realistic timeline for resolution

The name and contact details of the person now responsible for handling my case

Given the seriousness of the situation and the impact on my access to funds, I expect a prompt and professional response.

Thank you for your attention. I look forward to your urgent feedback.