Ongoing *****ulent Activity and Lack of Response from ***** Department

I am writing to formally raise my concern and dissatisfaction regarding a case of *****ulent activity on my account that occurred on Saturday, 27 September 2025, at Canal Walk Mall, Cape Town. I reside in Johannesburg, and therefore could not have been responsible for these transactions.

On the same day, I emailed the Contact Centre as the incident took place after business hours. The following day (Sunday), I contacted the Contact Centre and spoke with Manjulla Naidoo, who advised me to submit specific documents for the ***** department to commence an investigation. I comp**** and sent the requested documentation on Monday, 29 September 2025.

Despite following these instructions, I received no acknowledgement or confirmation that my email was received, that my account had been secured, or that an investigation was underway. On 7 October 2025, I followed up telephonically and spoke with two consultants who were unable to assist, stating they had no access to the ***** mailbox and instructing me to “wait 24 to 48 hours.”

To date, on 21 October 2025, I have received a statement reflecting an instalment that includes the *****ulent amount, as well as interest charged on this ****** money. This situation is not only unacceptable but has also negatively impacted my credit record, despite the matter being reported promptly and through the correct channels.

Furthermore, your communication systems have proven ineffective. The ***** department has no direct contact line, and all communication must occur via email with delayed or no response. Additionally, the website chatbox is unhelpful and poorly designed for user support, further compounding the difficulty in resolving urgent matters like *****. Their conversational designers clearly ****med them, because my 3 year old can do a better job at creating an efficient chatbox