Repeated Banking Errors, Financial Losses, and Atrocious Service

Dear Santam Team,

I am writing this complaint with deep resentment and utter disappointment towards the level of service I have been receiving from your company. Frankly, your handling of my account has been nothing short of ***********, negligent, and downright disrespectful to me as a loyal customer of over three years.

Let me be clear on the facts:

In April 2025, Capitec informed you that my banking details had changed from FNB to Capitec. This was on record and acknowledged.

Yet in May, you processed an unauthorised debit order on the old FNB account despite having been instructed to switch to Capitec. I called immediately and was told it would be rectified as you had received the Capitec details.

Shockingly, in June, the same unauthorised debit order was processed again on FNB. This has now resulted in declined transactions and negative reports on my credit profile, for which FNB charges R105 per declined transaction. I have incurred these charges in May, and twice again in June, due to your blatant error.

To make matters worse, on 01 July 2025, I called your offices and spoke to an agent named Sam, who confirmed that the accounts department never actually changed the banking details despite all prior communication. Sam committed to calling me back with feedback. I am still waiting.

This level of incompetence is unacceptable and financially damaging. Not only have I suffered monetary losses due to your negligence, but my credit score has also been negatively affected because of your internal failures.

As a customer who has consistently paid premiums and remained loyal to Santam for over ears, I find your lack of accountability, urgency, and basic professionalism atrocious.

I demand

1. An immediate written confirmation that my banking details have been updated to Capitec.

2. A full reimbur*****t of all costs incurred, including:

R105 per declined transaction in May and June

Any other charges directly resulting from your unauthorised debits