Very angry and frustrated

Good day I am Busisiwe Mapete

I the 24th of September early hours of the morning there was a *****ulent transaction that happened in my account. So I called capitec four times to report the case but I managed to get hold of the consultant. Explained everything that an amount of R1103. 32 is missing on my account I didn't not do it or approve it.

She then said she will log a case to a relevant department and close my card because ****mers only use last 4 digits of your card number. She said I will get my money withing 7 to 14 Working days they have a lot of cases that similar to mine. And she further more said I will have to go to the bank and make new card but will use same account number

I went to the bank at Souther wood Square in EAST London the consultant that was helping me said my case /investigation is closed because it shows from their side I approved it on the App, I then told her is did not this nonsense happened early hours of the morning and I was asleep I only saw it pass 11:00am. No communication was made with me that is what ****es me off and my money is not paid back, how can I case be closed without my money being pad and me as a client being informed. Meaning that if I did not go to the back to ask the progress and do new card I was never going to find out 😭😭😭😭

I ended up closing my account because of frustration, anger and fear of this kind of case might occur again and capitec does not have control over his system.

Please see below email I wrote to them and there is no response yet

" Incedent number#‪***‬

My name is Busisiwe Mapete ID number ‪***9****3‬, I am writing this email with an heavy heart😭😡. The time is 20:32p..

On the 24th of September early hours of the morning there was a *****ulent transaction that happened in my account. I saw it past 11:00am while I was on the capitec app, an amount of R1103. 12 was deducted in my account and I do not know this transaction or I did not approve or do it.

I called capitec bank 4 times, I got cutted on the phone and the other agent I spoke to said she can't assist me her system is down, I called again and managed to talk to one of your consultants, I explained everything to her and she said she will log a case to a relevant department that will do the investigations and close my card number because ****mers are using last 4 numbers of your bank card even if your card is with you, She then said, I will have to go to the bank to do a new card. She then further more said I will get communication in regards to my case and also check progress on WhatsApp number that she messaged me and my money will be paid back within 7 to 14 Working days.

On the 26th of September I went to the bank to check the progress of my case and also do a new card since the old card was closed. I went to capitec that is based at Southernwood Square, in East London the lady that I spoke to said my case Is closed no more further investigation will be Done on my case, and I was so surprised and hurt because there was no communication that was sent to me and I don't understand why they are saying investigation is closed but my money is not paid back. The consultant said this transaction was approved on the Capitec App of which I did not approved any online purchase as I was asleep the time it occurred.

The way I was so angry and frustrated at the bank I was not impressed with your services and no communication was made with me whereas am the one who is suffering and that is my rent money. I ended up closing the account because am scared of ever using capitec bank again because of such cases, I was then told at the bank to pay card fee so that account can be closed, I refused to do that they called the main office and we ended up closing it with no fee paid.

Please assist and help me out I need my money, find attached recording of the call I made with you guys on the 24th and screenshot of the *****ulent transaction 😭😭😭😭

I WANT MY MONEY. HOW DO YOU CLOSE AN INVESTIGATION / CASE WITHOUT INFORMING A CLIENT, SO I WAS SUPPOSE TO GO TO THE BANK TO RE- DO ANOTHER CARD I ORDER FOR ME TO GET SUCH DISTURBING FEEDBACK😭😭😭???

Regards Busisiwe "