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**** Show (26/07/2025)

What an utterly frustrating experience. While the call center staff were polite and tried to assist, the bank’s investigative team proved to be painfully useless and ineffective.

I attempted to withdraw R2000 from a Capitec ATM in Pretoria. The ATM failed to dispense the cash, and the slip displayed "Insufficient Limit to withdraw amount." I discarded the slip, assuming the transaction had failed. When I checked my account, I noticed the withdrawal was marked as “pending,” as if the money had been taken.

I immediately called the call center, and the agent suggested I wait to see if the funds would be reversed. After the weekend, I saw the money had been deducted from my account. I called again, explained the situation, and a dispute was logged. I was told to expect a resolution within 90 days — an unreasonably long period for such a straightforward issue.

On 7 August, I received an email from Tshepang Mokoena stating:

"We have credited your account with the disputed amount temporary, pending investigations with the merchant’s bank. Funds will reflect within 2–7 business days. You can expect a feedback on the outcome of the dispute within 30 working days. Please be advised, if the dispute is valid/successful we will advise accordingly and close the case. However, if invalid/unsuccessful your account will be re-debited with the disputed amount. The amount re-debited might be different due to exchange rate."

As promised, the funds appeared in my account on the evening of 9 August. But shockingly, by Sunday, the bank had removed the same amount again — pushing my account into arrears.

This caused immediate financial strain: I couldn’t even purchase my son’s medication due to insufficient funds. The situation has left me feeling not only inconvenienced but treated as if I were dishonest or attempting ***** — when in reality, I am simply trying to recover my own money.