complaint

Dear Tebogo / Hezekiel,

I hope this message finds you well.

I am writing to express my growing dissatisfaction and concern as a long-standing client of your bank. Despite previously reporting a *****ulent transaction on my account under case number ***, the matter was closed on 30 April 2025 with no proper communication or feedback from your office—only an SMS informing me that the case had been concluded.

Following that, I visited the branch to escalate the lack of response and was informed that an email had been sent. However, I have yet to receive any direct communication or explanation regarding the outcome of the investigation.

To my dismay, I have now become a victim of another *****ulent transaction, and a new case (***) has been opened. This recurring issue, along with the absence of support and follow-up, is extremely concerning and unacceptable. I feel that my concerns are not being taken seriously, and I am left with no clarity or reassurance.

If this is reflective of the standard of service I can expect, I will be forced to reconsider my relationship with your institution and move both my personal and business banking elsewhere.

I request your urgent attention to this matter and expect a formal response outlining the steps being taken to investigate both cases and improve communication going forward.

Kind regards, Karabo Mpupuni