Capitec ***** Department refuses to Investigate

I am extremely disappointed with the level of service and assistance received from the Capitec ***** Department regarding a *****ulent transaction of R38,000 that was taken from my credit card account. Upon contacting the ***** division, I was informed by the consultant that there was “nothing they could do” and that the matter was effectively “my fault,” despite the fact that no investigation had been conducted at all. I was further advised that the transaction was processed as a card transaction. However, this raises serious concerns, as I still have the physical card in my possession and the card has never left my sight. This suggests the possibility of card cloning or some form of unauthorized *****ulent activity, which should warrant immediate investigation. When I attempted to obtain basic information regarding the transaction, including: • The exact time of the transaction • How an amount exceeding the set transaction limit was processed • Where and how the funds were transferred • A reference number for my call and query I was informed that no case would be logged and that no reference number was required. I find this response completely unacceptable. At no stage was there any willingness to investigate the matter, assess potential ***** risk, or provide assistance to a customer who has suffered a substantial financial loss. This experience leaves me questioning whether Capitec’s standard approach is simply to hold customers liable without conducting any form of proper investigation. ***** risk cannot be assessed if incidents are dismissed without review. Due to the unwillingness of the ***** Department to investigate the possible cloning or unauthorized use of my card, I am left with no alternative but to escalate this matter formally through the Banking Ombudsman and seek further assistance there. I request that this matter be urgently reviewed and that a formal investigation be initiated immediately.