1 reviews | Active since Apr 2025
ithuba don;t always credit your payments,
I paid funds into my ithuba account using the Capitec pay method on 10Dec2025, ithuba took the money but never credited my account and keep saying the payment was declined EVEN THOUGH i have sent them the bank POP. i have been trying to sort this out since they took the money off on 10 Dec - they keep saying it was declined but have the bank POP and the bank says it did come off my account and my balance reflects the same. I had been dealing with consultants who escalated this on 4 occasions as i kept following up, but nothing happened, I then further escalated this to a manager, but for the past 3 weeks he is also waiting on ithuba accounts as he tries to help, but nothing has been forthcoming, it's over a month and 1/2 since ithuba took this money and i am still trying to get them to pay this into my wallet. I will keep chasing until they pay me this money, where is it? how can it not show received, it came off my account, it must go / show somewhere and how can it take almost 2 months to resolve.
We sincerely apologise for the inconvenience and frustration caused by the delay in resolving this matter. We acknowledge your concerns regarding the payment made on 10 December 2025, which was debited from your Capitec bank account but was not immediately reflected in your ITHUBA wallet.
Following a detailed investigation with our payments and accounts teams, we can confirm that the payment has now been successfully traced and allocated to your ITHUBA account. The funds have been credited accordingly, and your wallet balance has been updated to reflect this.
The delay occurred due to a payment reconciliation issue where the transaction was initially reflected as declined on our system despite the funds having been debited by the bank. This required further manual verification with our payment service provider, which unfortunately took longer than anticipated. We acknowledge that this process did not meet our service standards, particularly given the multiple escalations you made.
Please be assured that we take matters of this nature very seriously, and we are reviewing our internal processes to prevent similar delays in future. We appreciate your patience and persistence in following up on this issue.
Should you have any further questions or require confirmation of the updated balance, please do not hesitate to contact our customer support team.
Once again, we apologise for the inconvenience caused and thank you for your understanding
Phanda Pusha Play!
We sincerely apologise for the inconvenience and frustration caused by the delay in resolving this matter. We acknowledge your concerns regarding the payment made on 10 December 2025, which was debited from your Capitec bank account but was not immediately reflected in your ITHUBA wallet.
Following a detailed investigation with our payments and accounts teams, we can confirm that the payment has now been successfully traced and allocated to your ITHUBA account. The funds have been credited accordingly, and your wallet balance has been updated to reflect this.
The delay occurred due to a payment reconciliation issue where the transaction was initially reflected as declined on our system despite the funds having been debited by the bank. This required further manual verification with our payment service provider, which unfortunately took longer than anticipated. We acknowledge that this process did not meet our service standards, particularly given the multiple escalations you made.
Please be assured that we take matters of this nature very seriously, and we are reviewing our internal processes to prevent similar delays in future. We appreciate your patience and persistence in following up on this issue.
Should you have any further questions or require confirmation of the updated balance, please do not hesitate to contact our customer support team.
Once again, we apologise for the inconvenience caused and thank you for your understanding
Phanda Pusha Play!