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Capitec Bank review: Frozen account

LJ Greeff of ZA

Oct 27, 2025 4:01 am EDT

Verified customer

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Capitec froze my main account telling me im deceased. I went to home affairs and status shows active and no errors. Ive been to to the bank myself and did the biometrics which proves im not deceased. Still no joy. They keep on saying they need a hamis letter from home affairs to show im alive which is totally absurd. home affairs is a mess and going to three home affairs offices where one tried to rip me off, one could not give me the letter and the third being offline once again. no joy. I went to capitec cradle stone mall where i did the biometrics and id verification and the manager on duty, Joneste Graaff promised to help and call me back. She didnt even call me back which just shows that capitec and branch management doesnt give a damn about their customers. My account is frozen and i dont have any access to my funds. I now have to borrow money to get around and for daily expenses and still there is no help, indication or anything from capitec to assist even after ive been to the branch personally to verify my status and identity. they also saying that my account is going to stay frozen for 30 working days which again is absurd, Capitec is now putting me in a very difficult and unfair situasion and my credit score is now going to take a big hit because of capitec`s incompetence and unwillingness to assist with a logical solution. This is totally unacceptable and cruel to leave a client in the dark and with no access to any funds. Horrible bank and client service!

Desired outcome: unfreeze my account!!!

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Nobody at capitec is getting back to me. Its been a full week since my account was frozen and i have to borrow money to get by on a daily basis. Ive been to capitec clearwater mall to verify my identity and id. Ive submitted the hanis life status document as well but till no response, eta or anything. NOTHING! This is starting to look really suspicious as there is a large amount of money in my account and with capitec keeping me in the dark, i suspect fraud is involved here but capitec keep me in the dark. You are playing god with a human being`s livelyhood here but you dont care. I want my account unfrozen asap!

Day 7 after my account was frozen (im apparently dead) and with my my current capitec complaint and no feedback, no solution, no turn around time. My account is still frozen after i submitted the neccessary document needed to prove to Capitec that im not deceased and alive and well - even after going to a branch, doing biometrics and verifying my identification IN THE BANK! My debit orders are starting to bounce, my healthy credit score is taking a beating and my medical aid will be suspended. Capitec DOES NOT CARE! Ive been with Capitec for many years and this is the cruel treatment im getting! What a HORRIBLE HORRIBLE way to treat a human being by playing God with a persons whole life! Absurd and disgusting bank!

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Capitec Bank phone numbers

+27 219 411 377

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Client Care

+27 860 003 783

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Salary Transfer

+27 860 667 706

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Merchant Support

0860 10 20 43

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Personal banking

0860 30 92 50

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Business banking

067 418 9565

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Capitec Bank emails

clientcare@capitecbank.co.za

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clientcarecentre@capitecbank.co.za

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complaintmanagement@capitecbank.co.za

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management

creditdocuments@capitecbank.co.za

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info@capitecbank.co.za

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Capitec Bank address

19 Quantum Road, Techno Park, Western Cape, Stellenbosch, 7600, South Africa

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