URGENT & UNACCEPTABLE – NO FEEDBACK ON *****/HACKED BANK ACCOUNT CLAIM

I am extremely disappointed and frustrated with Capitec’s handling of a serious ***** incident involving my bank account.

My bank account was hacked/compromised, and I reported the matter to Capitec immediately. A ***** claim was opened and I was provided with a claim/reference number. I was specifically advised that I would receive feedback within a few days.

It has now been a full week — and I have received NO feedback whatsoever.

Not a phone call. Not an email. Not an SMS. Not even a basic progress update.

This is completely unacceptable, especially when dealing with a customer's money and a potentially compromised bank account.

I understand that a ***** investigation may take time. What I do NOT understand or accept is the complete lack of communication. If the investigation is ongoing, Capitec should have the basic courtesy and responsibility to inform me of the status of my case.

I should NOT have to repeatedly contact the bank simply to find out what is happening with my own ***** claim.

I am therefore publicly requesting that Capitec urgently escalate this matter to the appropriate senior *****/complaints department and provide me with a proper written response.

I require Capitec to confirm:

• The current status of my ***** claim. • Whether the investigation has actually commenced. • What action has been taken regarding the *****ulent activity. • Whether my account and banking profile have been fully secured. • Whether you require any further information or documentation from me. • The expected timeframe for completion of the investigation. • What the next steps are regarding the disputed/*****ulent transactions.

Claim/Reference Number: ***8

This is not a minor service complaint. This concerns the security of my bank account and my money.

I reported the incident promptly and followed the required process. I now expect Capitec to do the same and treat this matter with the urgency it deserves.

One week without a single meaningful update is unacceptable.

I expect a substantive response and immediate escalation, rather than a generic response telling me that someone will contact me.

Capitec — please investigate this matter urgently and provide me with a proper update.