Capitec Bank

Regarding the above incident number which has now been closed for some unknown reason!

My card expired in June, I have had numerous phone calls with your client support team. Azukile Rala arranged a Teams call with myself on the 5th August to confirm identification. On the 9th August an updated Debit Mastercatrd agreement was emailed to him giving the new address and telephone number and despite further emails I received no further communication.

On the 20th September my wife phoned on my behalf as I am hard of hearing and spoke to Zenzele the team leader who gave assurance that this would be sorted out. We then received an email to say the new card would be couriered to me this was on Thursday the 22nd September, the card arrived yesterday, via FedEx. The card does not work, we have phoned again today and had the card authorised only to then find out that the PIN number has been changed but was not received. Despite numerous calls today we are no further forward. We are now in the 4th month after expiry and my pension is in that account, I have been asked to contact you to sort this out. Why can the same PIN not be used and why, when checking the FedEx slip has it been with Azukile Rala since the 23rd August and nothing has been done?

My wife, Kerry Ross has my permission to discuss all details relating to this account and I need this added to the account information.

I want a solution asap or I would like a contact number for complaints or the Ombudsman as I intend to take this shocking service further. I have now been without my pension for 4 months!

I am only contactable on my UK mobile number. My landline [protected] 342800 or via email.

I expect a reply asap.

Regards

Jonathan Ross

I withdrew money from a Capitec ATM on 18 September 2022 at 06:56:47. My request was for R1000. As the money were dispensed an message appeared on the screen that the bank find an error on the noes insite the ATM. The money dispensed was R800. The slip from the ATM indicated R900 were dispensed. I immediately called [protected] to report. A complained was logged an I was told that one the ATM's funds are balanced I would receive feedback and a credit. I waited until this morning (4 Oct 2022) as I did not receive feedback. As I called the Call Centre I was told that the case was closed as the bank balanced. Someone stole my money and I am at the loosing end of this. I am saddend by the service received as I always just were handled professionally by all. R100 may not be much, but to me it is a lot as I provide for myself. I am not sure if this compalined will also be just wiped under the carpet or if Capitec will really investigate and ensure that I am a happy customer again. I can be contacted on [protected]

So I'm still waiting on the bank to get back to me on refunding me on the FedEx that went missing with my bank card replacement card and my internet token. I have been contacting Capitec since July 2022 for this card and internet banking token which I think was uneccesary. The teller advised me I can ask a family member to pick up my card and that my family can courier it to me when my sister arrived at the Capitec Branch she was refused to collect my card and internet banking token she was treated like a criminal by the Capitec staff. Then now Capitec decided to courier my card and internet banking token with FEDEX these items went missing. Now I requested the bank to get my money back and refund me I'm still waiting imagine I'm waiting since a month and a half now. The bank ignores emails you get a robotic response we will respond to your email in 24 hours. Then they respond 72 hours later or not at all. I personally won't advise anyone who is travelling abroad to Bank with Capitec such a useless bank and bad customer service they dnt deserve a 1 star rating

On 31/07/2022 I withdraw a cash amount of R920 at NCR Pta Bougainville Pretoria. On 22/08/2022 you again deducted an amount of R920 out of my account - Cash withdrawal Aborted 31/07/2022 TRN [protected]. If you check my my account statements you will see that you wrongly deducted an amount of R920 out of my account. Why was this money also taken out of my account without my consent. Can this matter be properly investigated and can I be refunded with the amount of R920. I've sended a lot of email regarding this matter since 22 August 2022, also called CAPITEC helpline and WhatsApp CAPITEC. Yesterday I received an sms from CAPITEC stating - Your dispute has been declined: Reason - All funds dispensed at the ATM. Therefore no correction can be done. CAPITEC stole R920 out of my account. I want my money back as soon as possible.

Capitec forced me to get a new card and internet banking token. They closed my account when i notified them that their app no longer works then that dnt explain anything. Anyway I paid for the new card and internet banking token they advised me to use FedEx courier debited my account for all these costs. Now FedEx didn't deliver my card I can't ask for a refund because capitec knows the contents of the package and the description as im not the shipper. Now I'm stuck in Kenya without any funds no bank active bank card. Just whatsap consultants that dnt really help with nothing. The emails gets ignored if i email. REALLY USELESS BANK

On 5 August 2022 i have done and internet payment to Airlink. On that day Capitec bank servers was down. I was not aware, the money did go out of my bank, but Airlink never received the money.

Since 5 August 2022 i have disputed this with Capitec bank, and still no answer.

I have received to reference numbers, that said feedback will be given shortly, but still nothing.

They said turn around time is 30 days. It has been more then 30 days since reported and still nothing.

I am not impressed with Capitec bank, service at all.

I have just been on the phone with a consultant from Client care, i explained to her that i am not able to access or view my access facility statement on my app. She kept on directing me, trying to show me where to choose the date that i want. I told her when i press "choose other" date it does not give me a date range where i can type out the date or month that i am looking to access the statement for, it only gives me specified months to select from. I even told her maybe my app needs to be updated, she said my app is just fine, maybe it's me that i am doing it wrong but i am looking at my phone, doing it exactly on my app. I explained that to her and she just hung up. That was really rude. My ID number is [protected]

My name is Viwe Mphalo

Id number is [protected]

Cellphone number is [protected]

Account number is [protected]

I lodged a complaint yesterday about the money I sent by mistake on your client I was told it will be reversed with 30min - 1 hour I haven't received it even today I am so disappointed I called I was told that your client did not agree for the money to be reversed how is that possible that money is stolen from me where on earth would you find someone who would agree that yes you can reverse the money from my account you being unfair on your clients pleasing the fraudsters and some of us should be happy that our money is stolen am not happy at all I am not! That is my money I have every right to fight for it!

Mrs Liesel Zoey Human

id: [protected]

contact: [protected]

capitec acc no: [protected]

I have an existing loan with Capitec Bank which recently fell into arrears due to some personal financial difficulties i was experiencing. I did however contact Capitec Bank regarding this matter. As per our telephonic conversation I made arrangements with Capitec Bank to reduce my re-payments to the amount of R200.00 to be deducted on a weekly basis once my salary is deposited into my account which is on every Thursday of the month. I was led to understand that this arrangement would be ongoing with the arrangement of R200.00 debited from my account on each Thursday once my salary is deposited.

My friend asked me if I would allow someone to deposit money for her into my Capitec Account as she does not have an existing active bank account of her own. I agreed and the person subsequently deposited the amount of

R5 000.00 into my account on Wednesday 24th of August 2022.

This deposit clearly shows that it does not come from my salary or pension.

Capitec deducted the amount of R481.83 + R481.83 = Total of R963.66 on Wednesday 24th August 2022 from my account.

As my salary is only deposited on every Thursday of the month of which I have made Capitec aware and which shows clearly on the statement. No deduction was to be made on this day or date and cannot be deducted from funds which are not salary/pension related.

I visited the Capitec Bank branch in Rosettenville late yesterday afternoon in order to attempt to have this serious issue resolved. Whereby I showed the consultant who assisted me that Capitec Bank should not have debited my account on this day wednesday 24th August 2022 and I showed the consultant that the funds from which deductions were made did not belong to me and were in no way salary/pension related.

The consultant proceeded to call relevant department and informed me that the debit could not be reversed from their side and would have to refer the matter to his branch manager who would in turn refer the matter to the relevant person who would be able to deal with resolving this disputed matter urgently.

I am now in a serious and desperate situation as i have to reinburse the person who the R963.66 belongs to and I donot have these means to do so.

And as it is clear that the funds from which capitec bank deducted this amount is in no way salary or pension related I believe that Capitec Bank is wrong and shoul have this error corrected with immediated effect and reverse the 2 debited amounts immediately.

I did a cash send of R3000 and a Capitec ATM machine in Pick n Pay Dorandia only dispensed R2100 instead of the full amount. The Capitec systems reported that the entire amount had been withdrawn. I alerted the bank but their flawed and rushed investigations did not yield anything. I am worried that this bank is pushing us to adopt self service banking technologies but its systems are not yet ready for such a transition. There is no security and one can lose his/her money just like that without recourse.

The below is a portion of the crude and insensitive feedback I received from a Capitec Bank investigation officer:

"...In light of the above, it is imperative that I draw your attention to our Debit Mastercard Agreement that states that card transactions are done at your own risk and we will therefore not be held liable any loss you may suffer (to the extent permitted by law) resulting from the use of an ATM, amongst other transacting devices ...

In conclusion, we regret to inform you that Spark will not be refunding the disputed amount of R900 ... In addition to this, Capitec Bank cannot be held liable for your financial loss as the transaction did not occur at our ATM's nor are we responsible for the replenishment of an external bank's ATM."

My response: 1. why brand them Capitec if they are not your ATMs? 2. Why coerce us to use self service platforms when you are not willing to assume any liabilities resulting from your flawed systems?

I have been a customer of Capitec bank for many years, on the 29/07/2022 I used the Standard bank ATM at the Spar in Plumstead, Churchill Rd Cape Town.

My husband put my capitec bank card into the standard bank machine subsequently my card was swollowed. My husband then saw that the ATM was asking for ID number etc, he did not put in my Pin number as he was waiting for the ATM to ask him to enter my pin number which did not happen.

He waited about 5minutes at the machine and then realised the card had been swallowed.

He immediately came to tell me we went directly to Constantia Capitec bank.

I was issued with a new card, when I went to draw money at the ATM my balance was nil.

I went to my branch of Capitec bank in Ottery hypermarket and spoke to one of the consultants who then reported the claim to their fraud department.

She advised me it would take 8-11 days to investigate the situation.

The following week I was contacted by a consultant from Capitecs fraud department who advised me that I had been scammed however I would not be getting my money back because of my pin number being compromised, despite the fact that at no time was my pin number entered.

My money was drawn out of a FNB ATM.

I put my complaint on Hello Peter and was contacted by a consultant the following day, he advised me he would escalate the matter and get back to me. I got an email on the 18/08/2022 from the consultant to advise and apologise however I would not be getting my money back as my pin number had been compromised despite the fact that I advised both consultants that my pin number was never entered.

I feel the bank has treated this wrongly as the reason is compromising of my pin number.

I feel the Capitec Bank should be responsible for this as the pin number should be protected by the bank.

I have never ever given my Pin number to anyone except my husband who I am married to for 31 years. Please Help me get my money back. Thank You.

Dear Capitec and to all Capitec clients,

This is my grievance and I am sure to all Capitec Clients this will be a big concern. On Friday the 12th I ordered Pizza with the online portal of Romans and as all Capitec clients knows when purchasing online there is a security function that needs you to Authenticate the approval in your Capitec App. The order was placed and Authentication was given and the purchase went through.

After midnight on the 15th I was woken with a notification that there was a payment made to Romans Pizza with the exact same amount as my purchase of Friday. There was no Authentication asked or to approve the purchase.

I then decided to go to Capitec the afternoon of the 15th to have them correct the payment and state why this has happened.

Firstly, Capitec is not a start up bank and has been operational for a while. When people choose a Bank you would expect that your money would be safe.

I sat down with the consultant and explained what had happened. She opened my account and could clearly see that the payment was deducted. A Phone call was made to what I assume is a higher Branch.

The lady on the phone explained to her due to the payment that went trough and not pending there was nothing that they could do and I needed to go to Romans and approach them. This was the level of service that Capitec could not help me. Pathetic, as it was not my problem to solve as I was not the one who made the error but yet clearly Capitec was no assistance.

I asked her how could this have happened as surely there is security measures in place like the Authentication in the Capitec App to prevent money from just being taken from your account.

Capitec could not give me and answer and clearly blamed as they stated the Merchant” of this. I confronted the consultant and stated that how can Capitec blame the merchant as Capitec must surely have security measures in place. None of this was in place and clearly there was money taken out of my account.

After no help from the Capitec I left in a furious state and on top of that I am 38 weeks pregnant. I had to travel now all the way to Romans, waist my petrol on a issue that was not mine to begin with. This was clearly a Capitec problem!

Arriving at Romans I then had to re-explain why I was there. Funny enough Romans was aware of the Capitec issue. How can Romans be aware and not even Capitec Employees. Is this the level of service that Capitec provides their clients?

With a complete explanation and apology from the owner, I am still left with no answers I am still waiting on my money to be paid back and Capitec clearly just blames Romans Pizza for their mistake.

So my question to Capitec is: How could you as a mayor bank allowed a payment from a clients account without Authentication. This just shows how unsecured Capitec has become, and this is a raise for concern.

On the 8 of August me and my wife went to the Aliwal North branch to enquire about the administration fees for early termination of above mentioned account. We were told that the amount was R12600, more or less, when we went back in the 15th(one week later) we are told that the amount now was a whopping R 100 000 in a total amount of R400 000.That is a admin fee of 25%really?To top that off, whem i asked to cinsult with the manager or assistant manager, i was told that they(both) are not in yet. How do you open a branch of a commercial bank without them? Now, i do realize that there is bank charges involved but this is outrageous.

Capitec Bank as useful as an unstretched elastic band.

An EFT is paid to me on the 04/08/2022 it's now the 08/08/2022 at 14:00pm. I have still not received the payment.

For some reason this bank thinks that because their system went down I am happy with an apology for their issues. I'm not happy with an apology. It's been 5 days I need the money from that eft to continue doing business as I am a sole proprietor. So for 5 days I have not been able to do business because of thier incompetence and complete disregard for their clients.

So now for business I have lost due to thier lack of service/support/banking system am I expected to take that hit. If so how is that even logically comprehended by this malignant cancerous piece of fecal matter called a bank.

How do I go about getting my money back for work lost due to this fecal matters incompetence.

If I have a problem with my account and I can't pay for a debit order they chargee for that how is it that it doesn't work the other way?

Capitec you are a cancer to South Africa and you don't give a flying Fog Horn about your clients. You should look at renaming to something along the lines of Capit**t or Capic**t.

Also you owe me 4 computer monitors as I have a reference number for a call where your *support* said I'm more than welcome.tp do that when I said I should just go to one of the branches and take 4 screens for payment owed to me. Please let me know when I can collect them thanks.

So got up this morning & checked my balance before going to the hospital (seeing that Capitec has been so unreliable) & all is well balance still looking good app still working. So off to the hospital we go, we get the & payment has to be made before the procedure begins & I take my card out & swipe (transaction declined) my heart stops for a while I then sat to the kind lady try again pls & she goes for it same story.

I then call the bank in a panic as I see via my app that the balance is at R0,00 on both my accounts. I then call immediately to find out what’s going on only for them to say Sorry but we have an error on our side & will maybe be able to transfer that money back to you this afternoon, mean while they won’t start the procedure if payment is not made.

How pathetic is this…

I have an account with capitec bank and the father of my child doesn't want to pay maintenance since well we have broken up now we had an agreement that starting from March 2022 going on till future that when he gets paid he'll pay maintenance via debt order now because we broke up he goes to his bank to stop the scheduled debit order and he says his been scammed by me his not aware of those debit orders now my account is not working i went to my nearest capitec branch to report the matter and even have supporting documents even went to go do an affidavit my account is been 2months till today no results no help

Hi, 2 weeks ago I was scammed by a guy who was selling a property, then I transferred money from my app to his fnb account R180k, then after 2days I realized that it was a scam, I went to capitec immediate and lay a complain and they told me o must go to the police station and open a case as well with the affidavit sothat they can send all the documents to the forensics. Since then I haven't received any feed back from them, I went there yesterday and I was told to wait. Iv ask if they have contacted the fnb teas as Theyve promised me and they told me they dont know. I just wanted to know if the money was still in that scammer account or not. So pls help its been 2 weeks mow and nest week it will be 3 weeks. Pls help.

Thank hazel modise.

[protected]

On the 25th of April 2022 I paid R17 694.00 to settle my standard bank account, which was handed over to the lawyer. I settled this amount through my Capitec account, during the middle of May; however, they called me and notified me that they didn't receive the payment. I then went to reverse the money and was given 14 days to receive back my money. At the end of May, I went back to check how far they are with the process, I was assisted by a consultant by the name of Pretty. She noticed that the previous consultant used the wrong account number to send the money to the lawyer. I was then given another 14 days on the 15th of July. I went back to check the process, I was told to go to Standard bank to ask them to reverse that money. When I went to Standard bank, the lady that helped me was complaining that Capitec Bank was the one who were supposed to assist me with this because they are responsible for this. I am so disappointed with Capitec Bank because its now THREE MONTHS running around and asking them to payback my money but no success, even their consultant are not helpful because I explained to them that Standard bank doesn't know anything about the money as it was one of Capitec Bank's consultants that transferred the money to the wrong account not standard bank.

PLEASE help me to find back my money as I am struggling now!

On the 15th and 16th June 2022 amounts of R 1449.99 and R 919.99 were withdrawn from my capitec bank account by the so called Google face face truth. The initial transaction took place around 12 am and the other one took place in the morning of the 16th. I did not authorise any transaction any payment to google and my phone was at all material times with me. I contacted Capitac bank on phone as it was the holyday. to date i have not received any response . I need my money back. Please intervene

October 7th, 2021, I am held up at Makro Centurion and I have my phone and bank card taken from me. Having no idea where the police station is I proceed to the Centurion Capitec branch, which was now closed however because this took place late afternoon. I stand in the queue so I can stop my card at the ATM. By the time I get to the ATM I see I have to make a call to the call center to do this. I find an internet café where I try track down these people through my phone. I failed.

I get home and call Capitec to report this whole situation, lady I speak to informs me of all the transactions that have taken place on my account and that she will escalate the issue to their fraud department; they will give me a call.

October 8th, I go to the Mega Mart Capitec branch to follow up on the report I made the night before and the guy helping me tells me I need to get an affidavit from the police station. I go to the Olifantsfontein police station stand in the ridiculous queue until I give up because I am meant to be somewhere else at that time.

October 11th I go back to the police station, I report the case get the affidavit and submit it at the Mega Mart Capitec branch. The guy tells me there actually isn’t anything Capitec can do I must put my faith in the police. He sits on the phone forever, mostly on hold with some other department within Capitec (while also on Yammer). Takes my documents, uploads them, issues me with a new card. No forgetting to ask me how I had so much money in my account on the day and who knew that it was there. I am again told to wait for a call from fraud.

Weeks go by and I go into the Parkview branch to find out what is happening because no one has called me. I am told that there is nothing in the reference numbers associated with my case. The guy goes on the phone, is placed on hold for the longest time. I am asked if I submitted supporting documents for this, I did. Guy tells me I will be called by Forensics. I leave.

Months go by, nothing still. I go to the Grove Capitec branch, lady sits for about 45min this time on hold with Forensics. Tells me that there are 2 reference numbers on the system for my issues but there is nothing in both reference numbers. So she doesn’t understand what is happening. Speaks to someone, someone tells her she must send an email. I ask to be included in the email, I am told its not allowed. They will get back to me. But I should get a call.

A few days later, my call finally arrives. In this call I am told that I must be aware that I need to resubmit the documents because they don’t have them I agree and ask where I need to do this. The lady tells me she will send me the email address. Its been weeks and I am still waiting for this email address.

I go to the Parkview Capitec branch after this call to say that I got a call but the email address never arrived, what must I do now? We sit on hold with forensics again for a long time. Then she is also told to send and email and they will get back to me. I am still waiting for this to happen.

Its May 2022, my issue which was reported October 2021 does not have a viable audit trail and I keep getting promises from Capitec. I keep submitting documents that keep going missing. What do I do? What am I meant to do? What am I doing wrong?