Capitec Bank
reviews and complaints

I have been unable to get through to Capitec Forex department, I have been struggling for 2 days to get my funds release that have already cleared on their side 27 and 28 July. It is now the 1st Aug 2023, I have spoken to 3 customer care agents today and have been on hold with Forex for over 1 hour today.. not even to mention the time I spent yesterday. I have replied to the automated emails advising to confirm id / complete forms, which I have already done in JUNE ,and sent to them 10 times since yesterday morning 9am! no response, no acknowledgment, they do not answer any calls, 135min wasted airtime, wasted time! USELESS! I have been advised that a supervisor would phone me at 1pm , it is now nearly 3pm and I am still waiting!

Funds were transferred as a gift for my daughter on the 20th of July, I've been calling daily with screenshots of waiting 36 minutes, I've tried random times over the last 6 days, ivevsent 12 emails and still no response.

I've spoken to client services who gave me the exact same number and email address that I have been using and yet still can't reach anyone to assist.

How does a person escalate this?

My salary was paid in from the UK on Tuesday, 5 July 2023. I used to have it sent to my Nedbank account, and then it was in that same afternoon, or at the latest the next morning.

From the morning on Thursday 7 July 2023 I have been calling their forex number on +[protected], hanging on time and again until I eventually gave up after more than half an hour, and once almost 45 minutes! Talking about WASTING money, and listening to probably the most annoying message on the planet by now...

On Friday EVENING at 7h13, I received an SMS and an email that they could not get hold of me, so I need to call them to have my funds released. This was as I have mentioned FRIDAY EVENING, and you cannot call them until Monday morning... And then, you have to call them on +[protected], which they just don't answer!

This is in fact the second time I was informed on a Friday afternoon after business hours that they have money for which I have to call on a Monday...

I started calling on Monday, and I have sent numerous emails too.

THE WORST OF IT - I HAVE SUBMITTED SIGNED INSTRUCTIONS TO HAVE MY PAYMENT RELEASED AUTOMATICALLY, on their instructions, last month already!

There is absolutely no reason for this delay, other than Capitec earning interest from retaining client's money in their escrow account for longer!

I am still waiting for my money on 11 July 2023! NO MISSED CALLS, so nobody tried to get back to me either, and neither did they try and email me back! In this case, the person involved who emailed me and then did not bother to follow through, is Ashley Arendse.

This is hands down the worst Forex experience I have ever had with any bank, and I have been receiving my salary from abroad since 2009!

Hi I did inform you to close the bank account. About 3 years ago. When placing myself on debit review. Your branch says the are unable to close the account. Know done with debit review. And your people still have same story. Because own money on bank fees r75.00 I found pay it. Because se close account 3 years a go. And bank se no. If don't wanted close it written that r75. Off. Because offer your story can bank stay like that for next 300 years I wont pay money in that account. Not go use card. Your management must sort it out. And close account don't come story must go bank. And bank se they are unable, fix system if clint se close then close because he se so. That fees not my problem you don't listen to client. Fnb dit close account. When was on debit review only capteck that not lisien to client. That account with capitec will be closed.

27 June around 15h30

Went to take out cash send (R730) amount from the atm and the money ddnt come out it gave me an error that the voucher cannot be redeemed then I went to capitec branch to check cause I thought myb the problem was that myb the machine did not gave 20 notes when I got at branch I was told my money was redeemed but how cs I dd not receive it from the Atm

They gave me a reference @ the Branch but when I fone them they r now saying my complain had been closed cs it shows that the money was redeemed but how cs I did not receive the money.

I made a payment to LexisNexis on 23rd June at 10h50 am. The amount of R 1495.33. The app did not allow me to send a proof of payment, no matter what email address I added.

I then followed up this morning with LexisNexis who did not receive an email notification, neither proof of payment.

When I checked the history function on the beneficiary, t showed NO PAYMENTS MADE IN THE LAST 12 MONTHS.

I was quite surprised as I knew I saw an amount being deducted from my account. But I could not pick up any proof on my bank account when I check the beneficiary. Then I made ANOTHER payment. of R 1495.33

When I called to query I was told the bank can return the funds at R 160 but it will take 7 days minimum. I want to know why the transaction did not apear in history and why I could not send POP. I was kept on line by a consultant in "Client Care" (a joke) for 22 minutes - eventually she just ut me on hold. That call was just before 11h00. Please respond.

Id number [protected]

Rudolph jacobus van Niekerk

I openede a personal loan with capitec bank. I was helped by a lady with the name zee. I submitted all my documention and was granted a loan of r80 000.00. The consultant told me that me installment will be r6336 per month for a period of 3 months. They told me that after 3 months I should come back and the instalment will be reduced by 50% if the loan was paid in time every month. Which I did. The debit order went off directly from my bank account after my salary was paid in. There was one month when my salary came in late so I paid the instalment via eft and was afterwards reversed by the branch as I did a double payment. After 3 months I went to the branch and I was told that my dt order date is moved to the 7th of each month seeing that my salary mostly appears on the 1st of a month and over a weekend only the following monday. Up till today the dt order was never changed I was told it was done.

No 2. I went back after 3 months to get my instalment reduced. Then I was told by the branch manager that the bank instantly changed it to 4 months. I was surprised as I only worked out my budget for 3 months with this amount that we agreed on. Then I left it for another month, it was now 4 months that I paid the r6336. After the 4th month I went back to the bank again. Same branch. Then the branch manager told me this time I can not come 7 days before the 28th, I must wait another month. This time I was upset as it was another story every other month. After the 5th month I went back one more time. This time I was told I should let the account fall into arrears cause then "they will accept a less amount for an instalment". So now my question is. Why was I mislead by a bank? is it not only bad score on the bank side but also for my own credit score? not only did I not manage my finances after what I was told didnt realized and now I was told to go into arrears? what kind of bank does this? isnt it to help customers maintain a good and healthy relationship with their bank? now, I am not even going back cause it is a waist of time hearing stories every time. If I dont get this issue resolved, and should I get on credit burea, I will take this matter to the ombudsman as I am now not treated fair. I do not have any problem paying back my bank, but then it should be done as I was told and agreed on at the application. That is how it was explained to me so can this please be explained to me. My contact number is [protected] please contact me or email me at: [protected]@hmjglassworx.co.za

2018 I had a credit loan of R1550.00 with capitec bank and I went under debt review on 2019, it was still not finished. 2020 it was paid up through debt review. Later that year I decide to pay my other remaining accounts by myself and close them.

Now I cannot get a clearance certificate because they need a paid up letter of this account. I went to branches but couldn't get help, they told me it has greyed out. They called their head office but couldn't get the help there either

Hi my name is Sibusiso Kewana [protected]. I'm a capitec client. As far as I'm concerned I blocked my account from making transactions online. I'm constantly getting messages telling me about declined transactions which I don't know about. Someone is trying to scam me and I don't know why. I get phone calls from people claiming that they are working for capitec. Please check out this problem. I blocked my card from accepting online purchases. The funny thing is that capitec is charging me declining fees why? For a transaction I do not know about but I'm being charged. Capitec please fix your problem or else I'm going to report this issue

On the 31 March 2023 my capitec account was hacked and money was taken on my account, I than called their fraud department to report the incident was advise that I need to go the police station to open a fraud case in which I did that on the 02 April than submit my documents How can someone access the app and take money on my account when your app was offline on that day I need my money can’t wait longer🤬🤬🤬🤬 or do I have to write this on twitter so that my issue can be resolved

The new app has broken my access to my banking account, and the branch in N1City is battling to have it fixed with the call center on the line for an hour now.

You rolled out an app that wasnt properly tested and in the process you creatd a problem for your clients.

I wasted 120 minutes of my time and hour on Wednesday trying the whatsapp chat and then yesterday the 13th at the branch.

My account was frozen more then a year ago by a court order and till now year later nothing has happened regarding anything not even 1 phone call by the court or any lawyer informing me about or regarding my blocked account nothing but still my account stays blocked with funds still in the account I dont think that is fair it was blocked for court reason but there is no court stuff at all going on my account just sits there frozen with my funds for nothing

Attached you will find the WhatsApp discussion held with Capitec Agent regarding the incident.

On Thu, 16 Mar 2023, 16:06 Sharon Marx, wrote:

Account number

Acc no160358xxxx

2 pmts made into Capitec Bank Acc

R2250

R2249

Feedback from Capitec Agent

*Sibulele*

Sorry about this. I have been looking into the account that you have sent the funds to.

*Sibulele*

I see that the funds have been already utilized. Please make sure you contact the fraud department to track the funds.

On Sat, 21 Jan 2023, 15:02 Forensics (Risk Management), wrote:

Good day Customer

Thank you for contacting Capitec bank forensics admin team.

We have received your email and will revert to your enquiry as soon as we possibly can.

Kindly note for all fraud reporting incidents, please contact our 24hr contact centre number: [protected].

Please note our contact centre number is the first line of contact when reporting fraud to ensure urgent attention and to avoid any delays

Thank you

I have tried to contact a human at client services no less than 17 times only to receive the below reply every time

Thank you for contacting Capitec Client Care.

This is an Automated response from Capitec Bank acknowledging receipt of your email.

We endeavor to provide feedback within 2 working days.

Our operating hours are from 8:00am to 17:00pm, Monday to Friday, excluding public holidays.

Chat to us on What App [protected] ) , our teams are online Monday – Friday from 8:00am until 20:00pm , Saturday from 08:00am -13:00pm. For immediate assistance please contact our 24hour Client care department on [protected].

Kind

Regards

Capitec Bank

Show quoted text

Show quoted text

Show quoted text

Show quoted text

On 5 March 2023 I contacted Capitec Bank via WhatsApp and spoke to a consultant about my issue that I cant get a remote pin for the mobile banking app after downloading app on my new mobile phone and done a sim swap because. I'm not in South Afrika at this moment and wont be able for the next 2 years + to go back to South Africa. Before I left South Africa I gave my daughter my bank card and the phone I was using my mobile banking on so she can receive my monthly deposit that goes in my account as she and her 5 children were living with me at the time I got the opportunity to go over seas to Canada to my son whom I saw 7 years ago. With this money she can pay rent 'unfortunately she had a bad experience and went thru or still going thru a bad time, her car got on fire and burned completely down nothing left but the shell .The phone we used with bank card burned with the car. Now I tried putting the app on my phone but no success and my daughter needs that money asap.so I spoke to a consultant on WhatsApp at first he was verry helpful but at end all he Sayed is sorry we cant assist you as your email was not verified by the consultant who helped me when I went to when activating my mobile banking. now what should I do go back to SA just because 1 person did not do his or her work as it should have been done? It's going to coast me R50 000 plus just to get to SA and back I don't have that money . Are you willing to pay for that ticket as it was one of Capitec banks UNPROFESIONAL consultants. Now I'm stacked here and my daughter will be put out of her place to stay with her 5 children just because one person did not complete their work like they had to. I'm not at all happy with Capitec the service I received was and is very poor. Only answer I'm getting is SORRY BUT WE WONT BE ABLE TO ASSIST YOU NEED TO GO TO A BRANCH...Do they understand that I cant just go back to SA to fix what Capitec consultant have caused . Now I'm sorry I want it fixed asap by Capitec or the consultant who caused all this or the must pay my expenses to get myself to a branch in SA. so please be kind to help me in any way so I can access my money via mobile asap or ill be taking this matter way further then now. I believed Capitec would be best to chose for me but seems I'm wrong. Please assist asap as my daughter only have time up to 7th March 2023 b3fore she needs to leave and I wont see my child and grand children on street because of your consultant not doing what they are suppose to do. I need access to my account before 7th march 2023 not on 7th March 2023. I don't believe you will be the one taking my family in and give them a roof over their heads . So please do what you were suppose to do and help me in getting to access my funds asap.

Extremely disappointed in Capitec Bank, my account was hacked on the 14th February, I reported it to the bank, the bank told me to open a case, which I did, and submitted to there fraud Division upon submitting they told me 8-12 workdays, I called in today spoke to someone and this lady Tells me 21 working days.

So I must just sit back and not suppose to get frustrated, my debt orders were all reversed.

And I am being penelized for this, by having now to pay double premium. Not on

I applied for a credit on 7 February 2023 at Capitec Bank in Galleria mall. I got declined due to the discrepance in my UIF and Tax, reason being I received my 13 Cheque on the 15th of December and normal pay 23 December, this resulted UIF to appear on the 13 Cheque pay. I was then required to submit a letter from my employer axplaining this matter. I still got declined because they say they couldn't get my employer which I feel it was not the thruth. I realize that I got declined before I even submitted the documents as per their request, My frustration is that my current status is written (closed). I require a resolution to matter with immediate effect.

I had a funeral policy with them and in the 11/01/2023 I made a claim I was not helped reason be policy is left with5 days inorder to be 6 months surprisingly on the 25th they deducted their premium fully now I didn't get helped so I want you to help me with my full claim payment my claim no is [protected]

Their VAT Number is [protected] my contacts [protected]

SO Disappointed with Capitec Bank, 2 weeks ago I had my account defrauded.
Transaction 1: R7483.00 successful
Transaction 2: R1212.00 successful
Transaction 3: AED950 unsuccessful
Transaction 4: AED530 unsuccessful
Transaction 5: AED430 unsuccessful

The above amounts were taken out of my account and the other which were unsuccessful were due to my limit being reached so they were declined.

Money was taken out of my credit card. I called the call center 3 times only to be pushed from pillar to post and having to explain myself over and over. When speaking to the call center they originally told me that the card was swiped in Dubai, I said it's impossible as I was in Durban. The lady insisted that I swiped the card. I eventually got so annoyed that I went into the bank and sat in front of a consultant. The consultant called the call center and explained the same story and once again they told him that the client swiped the card, his answer to her was she is sitting in front of me and I have her card. Again she said it was done at 09h05 in the morning and it is now 11h05, he said it stills impossible for her to have made her way from Dubai to South Africa in such a short time. The call center eventually said they will investigate and get back to me.

At the time of notifying the bank the payments were all still in the processing stage, I asked if they can stop the transactions and he said that the fraud department we'd look into it and refund me as the transaction look suspicious.

The fraud department looked into the transactions and refunded the money back to me 2 days later, I was so grateful. BUT THEN day 3 the money was taken aback by Capitec saying that the payments were done online and not swiped so it didn't matter if I was in Durban or anywhere else. Again, I told them I didn't make any payments to any Dubai merchant. I told them if I had done an online payment, the app we'd have asked me to approve the payments, which I didn't get anything. Then they said I put my card details in and again I told them I didn't and if I did, I won't be reporting this as fraud.

Right now they have closed this case and refused to reopen it as they say I spent the money. Which I didn't as you can clearly see there was a problem on my account with all the foreign payments trying to go off but being declined.

So disappointing that money can be taken out of your account and the bank just doesn't care. Well, I care, and this is a lot of money. I am again going to try and query this and try to get my money back. If not I am going to have no choice to take it further to the ombudsman.

Hi i am really disappointed in this bank my money is going out my account one way every time i get paid someone is taking sometimes more than 200 an there is no sms nothing stating where its going on 3 occasions i had the same problem where they said that someone had logged into my account on a different device how is that possible i need to close this account today i need someone to call me an i need a print out of all my money thats been taken out

On Friday 6th of January 2023 I went to capitec branch in qwa qwa and I went there to cancel a fixed term savings investment I was charged for an early release but my money was not even showing at all on my capitec banking app, the agents at the branch told me it would reflect after 24 hours but still nothing till this day 19 January 2023. When I print out my banking statement, it shows that the money is still there and hasn't been withdrawn. I'm so hurt because I had saved that money for my children's school fees and I'm in deep debt can capitec please bring back my money because It's for the 8th time going to the branch and not getting any help, I have not trusted in capitec anymore. You guys are failing to protect our money...