Based on recent customer reviews, Capitec Bank faces overwhelming criticism across almost every service area. Customers consistently report accounts frozen for months without explanation, ATM deposits and cash sends that disappear, and disputes closed without resolution. Staff & Branch Experience (2.1) emerges as the only relative bright spot, with individual consultants named for genuine care. However, Transactions & Dispute Resolution (0.8) and Account Access & Management (0.9) reflect systemic breakdowns that leave clients locked out of their own money.
Top Strengths:
- •Staff & Branch Experience: Individual consultants are repeatedly praised by name, including Tommy, Terry, Mpho, Kirstin and Sedikana, and Smart ID applications are often completed in minutes. However, many branches cannot reach head office departments, so clients return several times without resolution, and rude treatment is reported at multiple locations.
Replied to 81% of negative reviews
Reply time on negative reviews: 32h 27m
TrustIndex
2.5
Ranking
#9
in Banking
Reply Time
30h 52m
NPS Score
-55
Recommended: Unlikely
Replied to 81% of negative reviews
Reply time on negative reviews: 32h 27m
Nov '25 - Oct '26
Frequently Asked Questions About Capitec Bank
What do customers say about Capitec Bank?
Based on recent customer reviews, Capitec Bank faces overwhelming criticism across almost every service area. Customers consistently report accounts frozen for months without explanation, ATM deposits and cash sends that disappear, and disputes closed without resolution. Staff & Branch Experience (2.1) emerges as the only relative bright spot, with individual consultants named for genuine care. However, Transactions & Dispute Resolution (0.8) and Account Access & Management (0.9) reflect systemic breakdowns that leave clients locked out of their own money.
What is Capitec Bank's biggest strength?
Capitec Bank's biggest strength, according to Hellopeter's AI analysis, is Staff & Branch Experience. Individual consultants are repeatedly praised by name, including Tommy, Terry, Mpho, Kirstin and Sedikana, and Smart ID applications are often completed in minutes. However, many branches cannot reach head office departments, so clients return several times without resolution, and rude treatment is reported at multiple locations.
What are the most common complaints about Capitec Bank?
The most common complaint about Capitec Bank, based on Hellopeter's AI analysis of recent customer reviews, is Digital Banking & Security. The app is widely described as simple to use, but selfie verification failures lock clients out for weeks and card fraud claims are routinely declined. Customers report unauthorised Apple, Google and Uber Eats debits continuing even after cards are stopped and replaced at their cost.
How does Capitec Bank compare to other Banking companies?
Capitec Bank scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Banking, compared to the Banking industry average of 1.3. Their strongest theme is Branch Experience (2.1); their weakest is Transactions (0.8). The top AI-rated Banking business on Hellopeter is GoTyme Bank | Formerly TymeBank (3.1). How is the AI Score calculated? →
Is Capitec Bank trustworthy?
Capitec Bank has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 2,958 reviews in the last 12 months. They reply to 81% of negative reviews, typically within 32 hours 27 min. Hellopeter has tracked Capitec Bank across 37,196 total reviews. How is the TrustIndex calculated? →
Recent reviews (2,958)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2025
GOODBYE BANKING FRUSTRATION
i got tired of the poor service , minimum and disinterested staff , and the robotic do-it-yourself attitude of my Howick long established bank . So I called in at CAPITEC on Main . What a difference ! Opening a new account with the help of a very patient and competent consultant was made easy ( I am a senior citizen ) , and when I need system advice or help the consultants are helpful and friendly . S0 glad I changed ! Ant Morris .
1 reviews | Active since Mar 2025
GOODBYE BANKING FRUSTRATION
i got tired of the poor service , minimum and disinterested staff , and the robotic do-it-yourself attitude of my Howick long established bank . So I called in at CAPITEC on Main . What a difference ! Opening a new account with the help of a very patient and competent consultant was made easy ( I am a senior citizen ) , and when I need system advice or help the consultants are helpful and friendly . S0 glad I changed ! Ant Morris .
1 reviews | Active since Mar 2014
Service Atrocious
Capitec ***** Department took the liberty of blocking my atm card temporarily due to suspected *****. Now that for me is not an issue, and if they suspect it rather safe than sorry. I received an email from the ***** department at 13:55 to alert me and request me to respond to the email. I responded to the mail yesterday (***) at 15:45 advising them it is not ***** and that the block must be lifted. So today (***) at a 13:00 I was unable to use my card at a store due to it still being blocked. I called Capitec and Chan Swarts assisted me. I was on this call for 12 minutes; it was like pulling teeth as she could not get hold of managers in their own team. Eventually she got hold of someone, I was advised that the department advised her that it would take 10 minutes. She asked if I wanted to stay on the line or should she give me a courtesy call back. I opted for the courtesy call back. So waited for 10 minutes and still I could not do anything with the card. No courtesy call also made now even 4 hours later. Thanks for not showing any courtesy. So, I proceeded to call again and this time I am assisted by Timothy. This oke want my entire pedigree, before he assists. (Something none of the other consultants were looking for before). So I give him the entire explanation (which he does not seem to grasp at first) But explaining myself has become second nature. So, he lets me hold on while he gets hold of someone in the so-called ***** department. He eventually returns and says they are still busy processing it. I told him it is ridiculous as it has taken way too long and way to many promises. I then request to speak to Shan apparently, they can only ask her to call me, but not transfer) passing the ***** like Habanna on a good day. So, I insist to speak to a manager in the ***** team. He says I need to hold on while he gets somone on the call. 37 Minutes later, holding on and my phone almost running out of battery they cut the call. No one calls me back (they do have me details. So here I sot now, Wednesday 21 October 2026, 16:47 (25 Hours Later) and I still do not have a functioning card, nor anyone interested in helping. And the courtesy call is yet to happen. Excellent Service. WOW
1 reviews | Active since Mar 2014
Service Atrocious
Capitec ***** Department took the liberty of blocking my atm card temporarily due to suspected *****. Now that for me is not an issue, and if they suspect it rather safe than sorry. I received an email from the ***** department at 13:55 to alert me and request me to respond to the email. I responded to the mail yesterday (***) at 15:45 advising them it is not ***** and that the block must be lifted. So today (***) at a 13:00 I was unable to use my card at a store due to it still being blocked. I called Capitec and Chan Swarts assisted me. I was on this call for 12 minutes; it was like pulling teeth as she could not get hold of managers in their own team. Eventually she got hold of someone, I was advised that the department advised her that it would take 10 minutes. She asked if I wanted to stay on the line or should she give me a courtesy call back. I opted for the courtesy call back. So waited for 10 minutes and still I could not do anything with the card. No courtesy call also made now even 4 hours later. Thanks for not showing any courtesy. So, I proceeded to call again and this time I am assisted by Timothy. This oke want my entire pedigree, before he assists. (Something none of the other consultants were looking for before). So I give him the entire explanation (which he does not seem to grasp at first) But explaining myself has become second nature. So, he lets me hold on while he gets hold of someone in the so-called ***** department. He eventually returns and says they are still busy processing it. I told him it is ridiculous as it has taken way too long and way to many promises. I then request to speak to Shan apparently, they can only ask her to call me, but not transfer) passing the ***** like Habanna on a good day. So, I insist to speak to a manager in the ***** team. He says I need to hold on while he gets somone on the call. 37 Minutes later, holding on and my phone almost running out of battery they cut the call. No one calls me back (they do have me details. So here I sot now, Wednesday 21 October 2026, 16:47 (25 Hours Later) and I still do not have a functioning card, nor anyone interested in helping. And the courtesy call is yet to happen. Excellent Service. WOW
1 reviews | Active since Mar 2025
Service when down thje drain
I am having a terrible time trying to close my *** days notice account and i am told 100 stories about my case being expedited and all that nonsense but nothing keeps happening. I have been a client for most of my life and i haven been disrespected like this ever
1 reviews | Active since Mar 2025
Service when down thje drain
I am having a terrible time trying to close my *** days notice account and i am told 100 stories about my case being expedited and all that nonsense but nothing keeps happening. I have been a client for most of my life and i haven been disrespected like this ever
1 reviews | Active since Feb 2014
Bad service
I got a a credit card from Capitec and the debit order date is the 25th which is my playdate now they are deducting either 23rd or 24th before my salary date. I sent them payslip for them to fix the issue, now they are requesting a lot documents yet they can see the pay date on the payslip Their customer care is very bad
1 reviews | Active since Feb 2014
Bad service
I got a a credit card from Capitec and the debit order date is the 25th which is my playdate now they are deducting either 23rd or 24th before my salary date. I sent them payslip for them to fix the issue, now they are requesting a lot documents yet they can see the pay date on the payslip Their customer care is very bad
1 reviews | Active since Jan 2021
***** case not resolved
Am extremely disappointed with Capitec on the resent card ***** that I lodged . I waited 30 days for this to be resolved only today I learned that my case has be closed but I didn't get any refund . How do you close my case without resolving it ?@Capitec you need to do better than this
1 reviews | Active since Jan 2021
***** case not resolved
Am extremely disappointed with Capitec on the resent card ***** that I lodged . I waited 30 days for this to be resolved only today I learned that my case has be closed but I didn't get any refund . How do you close my case without resolving it ?@Capitec you need to do better than this
1 reviews | Active since Oct 2026
Emotionally hurting not sure why they even started funeral policies if they cannot pay out
Policy number *** from Capitec they refused to pay my claim since I submitted the case on the 11 October 2026 and my sister is still in mortuary, as we speak she is still not buried,I am unemployed. I and the deceased do not have parents and I cannot even afford to make a loan and without me she will remain unburied die to Capitec that is quick to take money and find reasons to decline the case while I have submitted everything and they can see that I am the one who is written on *** forms,I do not even have any other policies as I took capitec and used my last money to pay.
1 reviews | Active since Oct 2026
Emotionally hurting not sure why they even started funeral policies if they cannot pay out
Policy number *** from Capitec they refused to pay my claim since I submitted the case on the 11 October 2026 and my sister is still in mortuary, as we speak she is still not buried,I am unemployed. I and the deceased do not have parents and I cannot even afford to make a loan and without me she will remain unburied die to Capitec that is quick to take money and find reasons to decline the case while I have submitted everything and they can see that I am the one who is written on *** forms,I do not even have any other policies as I took capitec and used my last money to pay.