Capitec Bank
Reviews and Complaints

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 The Capitec systems reported that the entire amount had been withdrawn.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?

I've transferred R150 000-00 from my Capitec account to my business account on the 28th of April 2022. I didn't make an immediate payment and know therefor that it will take up to 48 hours to show. After this period the money is still not showing in my business account and neither in my Capitec account where I transferred it from. I phoned them and they said I must wait another 48 hours which I did with no results. Today is the 06th of May 2022 and my money is still nowhere to be found. All Capitec says is that they will trace my money and I need to wait another 48 hours! I'm livid and so disappointed in their poor service! I want my money because this is steeling! I've hold on for 20 minutes and now they dropped my call. This is unacceptable and I will take this matter to SAPS today!

I am contacting you with much disappointment and disgrace for the service rendered by your staff.

I contacted your call centre this morning, [protected] and spoke to Thandi/Thembi regarding an amount of R48 that was deducted from my account in error as I do not have an account with them. I disputed it and asked her to reverse it or log a call/ send a request for it to be reversed. Thandi not only gave me a schooling on how I should conduct myself when  call Showmax and enquire why they have debited my account, but also told me that she cannot reverse it as 

1. It is my responsibility to look after my card and not hers.2.It is my responsibility to ensure no one has my details not hers3. They cannot reverse it, it must be investigated and it will cost me R82 with no guarantee that the funds will be reversed.

I refused to accept this and asked to speak to her team leader, she informed me her team leader's name is Ntabiseng and I should hold. I held on for 27 minutes, with 1 interval from her suggesting Nthabiseng calls me back as she is still busy with another client, but sadly, she lacked competence in her lies because then she said she cannot give me her teamleaders surname because its private info and also, she can provide a reference number which I can use to call back. I said no, I didn't ask if I could call back, it's the other way around and I insisted on holding.

A mis-informed gentleman who fell for Thandi's/Thembi's plot takes over the conversation claiming to be another Team Leader on the floor and informng me that Nthabiseng never got to work but he can help me.

I need/ insist action to be taken with regards to this disrespectful, tactless, lack of service let alone lack of empathy and compassion but most importantly, lack of professionalism.

Irrespective of how little our service fees are paid, a service fee is paid. And Yes although it is little it is because Capitec bank lacks so much in comparison to other banks. 

I am waiting on a Manager of Capitec to call me back or I will escalate the matter further.

Regards

Est

Good afternoon

My name is Margaret McHunu I have an account with capitec and it is put on hold as they want to verify the money deposited into my account by my husband on the 12 April 2022 using an absa app inside the bank and when the amount reflected on my account capitec put a hold on my account saying absa bank reported that they suspect fraud. I went into the capitec back same day and was asked to send to them the proof of payment and affidavit to confirm that I know about the transaction, I did do that but still I'm taken from pillar to post. Today when I checked they were told he must confirm with absa that he did in deed make that payment and absa confirmed that they did not put a fraud alert on his account.

May you kindly assist me, I have attached all the communication

Regards

M

My account [protected] has been frozen falsely due to a fraud report from a person unknown to me.

Forensics have told me to contact this person and resolve with them... I do not have their name or telephone number so I do I resolve this issue.

Client service told me that I did not supply good for payment made for Solar city I do not request payment for goods. I have no association with Solar City

Please resolve as my account has been frozen for 3 days and I am not able to transact

My name is Lynda Bushell

Tel [protected]

My Account is on hold which I'm aware of recently I was sent Money from two different people in the Sum R2200 and R200 Respectively so I went on the bank branch at Eastgate Mall on the 1st. of February 2022 I submitted what was required and didn't not get any feedback which I had to call in and found this is so unfair as I'm about to be evicted to unpaid rent no phone call or nothing can I get my money please. My incident number is [protected]

I received a notice of fraud handling and accessing my TransUnion account and personal details (that is, violating the POPIA Act, June 2021 approved International Policy and being implemented by the Republic of South Africa and all entities within the country). This happened on Tuesday 29 March 2022, 23:19Hours.

On 30 March 2022, I tried to access my accounts, ALL my accounts were frozen by Capitec without notification or my concerned.

On 31 March 2022, same problem was still continuing , as I could NOT ACCESS my bank accounts.

The two incidents, happened and I discovered when trying to pay my debt orders and stop order from the accounts.

01 April 2022, I visited Bracknell Capitec Branch, where a Capitec Consultant told me, my accounts are blocked by Capitec Head Office, because they were instructed to do so by the Maintenance court.

This action is illegal, inappropriate and unlawful to froze my accounts without my consent as I am not incriminating or under investigate, which I have not received any Legal or Sherriff handing over such Court Order. Until to date, I have not received any Court Order or handing over Maintenance Court Order by anyone.

If there was a Maintenance Court Order issued to me and I did not obey/ serve, the Court would have reminded me or contacted me to come to the Maintenance Court (i.e., as usual to other maintenance court orders). Soooo, why this one? Why is this Court Order being processed differently? Is it because there is someone with a close relationship with the Complainant in the Court and all procedures are not followed?

I suggest that Capitec must conduct their own investigations and confirm with their client before they can block/ froze accounts without consent.

The complainant knows where I stay, knows where I work, and also has all my contact and address details if they want to serve me with the Lawyers/ Court Order before accessing my personal details without my consent.

I feel Capitec does not have rights to froze my accounts without my consent.

When we bought electricity in February through VENDOR X we got 551.6 units for R1 000.

On 12 March we bought electricity from Capitec for R1 000 and got 383.0 units. A difference of 168.6 units.

Capitec do not want to assist and only refer me to the supplier. surely if I buy a bread from a shop and there is a problem they do not refer me to the baker.

PLEASE ADVISE WHY THERE IS SUCH A BIG DIFFERENCE!

good day capitec has put a stop on my account and my salary was paid in to the account and there was still funds left now i have sent them an affidavit together with the proof of payment on the 8th of march and still they dont want to release my funds and i have two different case numbers and no one is assisting in this regards

A client paid me on the 8th of march 2022 the amount is r7000. Proof was sent but still nothing

It has been a week since I had money sent from abroad and I have forwarded the proof of payment and I am receiving no feedback with emails sent and the call center cannot assist with daily calls.

I am very disappointed with the services and I never used to be.

This is giving me a lot of anxiety as we are reliant on these funds to come through.

What is the issue and when will it be resolved.

Why is there a delay/non response to emails and with getting the query resolved