Worse Bank ever

It was a busy afternoon working at the vaccination clinic at Dischem Wonderpark shopping mall on a Wednesday (02/02/2022). Patient were in and out of the clinic has I was there vaccinator. At around 16h00 I needed to use my phone like I usually do, reply to any messages. I couldn’t find my phone, both my colleagues tried calling me but it was already on voicemail. I called my husband and he said my phone is on voicemail he has been trying to call me. I quickly rushed to pharmacy for assistance because one of the pharmacist had an IPhone to try and use FIND MY IPHONE but I couldn’t trace my phone. During the evening I got an email stating that someone as accessed my iCloud and that’s how I knew that this people have unlocked my phone. It was very difficult for me to see any transaction being done in my account because the phone was ******. The following day (03/02/2022) I went to the Capitec branch so that my banking app can be activated in my other phone because I needed to use it since it’s easy to send and receive money plus it’s so convenient. The consultant assist and my banking was back and running, and it didn’t even taking ten minutes, I was out of the branch. The clinic wasn’t busy and I decided to go through my banking app just to check both my account if all the money was still in the account! I couldn’t believe what I saw…. R89 000 was transferred to a certain account number. I reported to my dispensary manager and immediately went to the Capitec branch at Wonderpark mall. I got there and reported what has happened. I was so disappoint by the consultant that assisted me because he asked what can he do, this people have already transferred the money out of the account. How could you ask such a question to a client after explaining that R89 000 was transferred to an unknown. I was there one who told the consultant call someone from the head department or something. He called and he was instructed to block my card and banking app. They gave me an incident number for follow up (***1). I needed to go to Akasia police station to open up a case after reporting. I explained everything to officer and the case was opened (case no: 72/02/2022). After reporting my incident at Capitec they told they will contact me but a week went by no form communication was made. I went back to do a follow up and I was told my case is still active. Started going to branch more often because I was just frustrated that no one has called or has send an sms for feedback. There were times were I had to call Capitec myself because there was just no progress in my case. I once called the centre and they told the person investing the case is on leave. Few day later I went to branch again for follow up and my phone number was changed on the system from *** to an unknown number ***, which really confused me how it did happen? Every time I went to the branch I was told my case is still active. I insisted that the consultant must the call centre and I was told that my case has now been escalated to the forensics for investigation. From March, April and May I still didn’t receive any feedback from there forensics team that I was told they are now investigating my case. I had to go to branch this time with my husband because we felt nothing is been done. We told we are not leaving this branch up until we get feedback, so they called one the regional managers. It was in that week were I got a call from a guy calling me with an unknown number saying he is in charge of my case, I must explain the whole incident and how is occurred. That being said I told him everything over the phone, he then said he will call in 7 working days for feedback but he did not call back. I waited for his call a week went by still no communication. On the 07/06/2022 a lady called me saying she is from Capitec and she wants me to explain the whole incident again. I refused because I had spoken to someone 2 weeks back, all I just needed was answers which I didn’t get from her, all she told me was my claim has been closed they can only refund me R35.53 from the money that taken out of my account.

I was confused, angry and I had many question on how they concluded this case. I chose this bank because I trusted them with my money. What action was taken to come to this decision, for months there was no communication no report nothing and now the claim is closed. I trusted this bank, I chose this bank out all the banks we have in our country and I feel like my case was not fully investigated. I only received two phone calls form this people and then the decision was made just like that. How? I need answers… I need all the money that was taken to be returned into my account. From the day I reported this case they was no updates what so ever to even tell me the progress as a client.

Incident Numbers 1. ***1 (03/02/2022) 17h09 2. ***5 (03/02/2022) 17h30 3. ***4 (10/02/2022)15h41 4. ***1 (21/02/2022) 11H17 5. *** (12/05/2022) 15.38