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Capitec Bank review: Payment recall

Payment recall of ZA

Jan 17, 2026 6:32 am EST

Featured review

I am writing to formally lodge a complaint regarding your refusal to assist with recalling funds that were mistakenly paid from my father’s Capitec account to one of Capitec registered public recipient(1life Personal Loan) my father doesn’t have any account with the 3rd party mentioned above.

Background of the Issue
My father, an elderly customer, made payments in February the 19th, an amount of R500 and the 02 of April 2025 an amount of R700 intended for his annual stokvel contributions to Mufhatu Savings Club that account number held by FNB.

While using the Public Recipients function on your digital platform, he was still able to manually enter an account number. This resulted in funds being sent to 1life personal loan instead of the intended FNB stokvel account.

The reference used was Mufhatu Savings Club, which clearly indicates the intended recipient.

Concerns
System Design Flaw: The Public Recipients function should not allow manual account number entry once a recipient is selected. This creates unnecessary risk, especially for elderly customers who struggle with digital platforms. Because he was not able to add account number it was gone be quick to pick up that what his doing is wrong.

Failure to Assist: Despite the clear evidence that the funds were misdirected and not allocated to the intended stokvel, Capitec has refused to attempt a recall. Other banks in South Africa have successfully recalled funds even a year after the transaction.

Customer Vulnerability: My father does not have any “1st Life personal loan” so these payments were clearly not linked to any valid obligation. He only discovered the error when the stokvel confirmed they had not received the contributions.

Requested Action
I respectfully request that Capitec:
Initiate a formal funds trace and recall request with 1life personal loan for the transactions made in February and April 2025.

Provide written confirmation of the outcome of this trace, including whether the funds were withdrawn or remain in the recipient account.

Review and improve the Public Recipients functionality to prevent similar errors in future, especially for vulnerable customers.

Escalation
If Capitec fails to take reasonable steps to assist, I will escalate this matter to the Ombudsman for Banking Services. I believe Capitec has a duty of care to protect its customers, particularly elderly individuals, from avoidable financial loss caused by system design flaws and lack of support.

Your sincerely
Account holders name: Nkhangwelwe O Rampfumedzi
Contact number [protected]/[protected]

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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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+27 860 667 706

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Merchant Support

0860 10 20 43

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0860 30 92 50

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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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Capitec Bank address

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

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