Quick Facts

• You can dispute unauthorised debit orders within 40 days
• Debit orders under R800 can be disputed directly in the app
• Regular payments cannot be reversed through the app
• Capitec’s 24/7 support: 0860 10 20 43

Understanding Payment Reversals on Capitec App

The Capitec app offers different options for reversing payments depending on what type of transaction you need to reverse. Not all payments can be reversed directly through the app.

What Can Be Reversed:

• Unauthorised debit orders – Orders you didn’t approve
• Incorrect debit orders – Wrong amounts or wrong dates
• Fraudulent transactions – Unauthorised access to your account
• Failed electricity purchases – Capitec reverses these automatically

What Cannot Be Reversed Through the App:

• Regular payment mistakes – Money sent to wrong person
• Cash Send transactions – Cannot be tracked in the app
• Payments to other banks – Require manual intervention
• Large debit orders – Over R800 need branch assistance

✅ How to Reverse Debit Orders on Capitec App

Step-by-Step Process:

Step 1: Open the Capitec app and log in using your credentials

Step 2: Tap on “Transact” from the main menu

Step 3: Select “Debit Orders” to view all recent debit orders

Step 4: Find the unauthorised debit order and tap on it

Step 5: Look for the “Dispute” or “Reverse” button

Step 6: Select the reason for your dispute from the available options

Step 7: Confirm your dispute and submit it for processing

Processing Time:

Debit order disputes usually take 24-48 hours to process. If your dispute meets the criteria, the money will be refunded to your account within a few business days.

⚠️ Regular Payment Mistakes: What to Do

If you sent money to the wrong person or made a payment mistake, the Capitec app cannot reverse these transactions directly. Here’s what you can do:

Option 1: Contact the Recipient

If you know the person you sent money to by mistake, contact them immediately. Politely explain the situation and ask them to send the money back. Most people will understand and cooperate.

Option 2: Contact Capitec Customer Support

Call Capitec on 0860 10 20 43 (available 24/7) or WhatsApp them on 067 418 9565. Explain your situation – they may be able to help contact the recipient or provide other solutions.

Option 3: Visit a Capitec Branch

If the amount is significant, visit your nearest Capitec branch with your ID and transaction details. Branch staff can investigate further and potentially assist with recovery.

Capitec’s 2025 Banking Fees

Capitec introduced a simplified fee structure in 2025 based on five key price points: R1, R2, R3, R6, and R10.

Transaction Type	Cost (2025)
Payments between Capitec accounts	R1
Payments to other banks (EFT/PayShap)	R2
Debit orders	R3
Immediate payments (real-time transfers)	R6
Cash withdrawals (per R1,000)	R10
Monthly account fee	R7.50

Important: Disputing unauthorised debit orders is free of charge. You will not be charged for legitimate disputes made within the allowed time frame.

Time Limits & Requirements for Disputes

Debit Order Disputes:

• Time limit: 40 days from the date of the debit order
• Amount limit (app): Under R800 can be disputed in the app
• Larger amounts: Over R800 require branch visit or phone call
• Processing time: 24-48 hours for app disputes

What You Need for Disputes:

• Transaction date and amount
• Reference number (if available)
• Reason for the dispute
• Supporting documentation (if applicable)

Special Rules (As of September 2025):

• Authenticated debit orders collected outside of the mandate cannot be disputed
• DebiCheck debit orders require your approval before collection
• You can suspend debit order mandates to prevent future collections

🚨 Beware of Payment Reversal Scams

Scammers often use fake payment reversal requests to trick people. Here’s what to watch out for:

Common Scam Tactics:

• Claiming they accidentally sent you money and asking for a refund
• Requesting your banking details to “reverse” a payment
• Pressuring you to reverse a legitimate payment you received
• Asking for payment to “process” a reversal

Protect Yourself:

• Never give your banking details to someone claiming to reverse a payment
• Verify any reversal requests by calling Capitec directly
• Don’t be pressured into immediate action
• Report suspicious activity to Capitec on 0860 10 20 43

✅ Your Consumer Rights in South Africa

Under South African law, you have specific rights when it comes to banking services and payment disputes:

Consumer Protection Act Rights:

• Right to fair and responsible banking practices
• Right to clear information about fees and charges
• Right to lodge complaints about banking services
• Protection against unfair contract terms

Banking-Specific Rights:

• Right to dispute unauthorised debit orders
• Right to stop payment instructions
• Right to clear information about dispute processes
• Right to fair investigation of complaints

Where to Get Help:

Organisation	Contact Details
Capitec Customer Care	0860 10 20 43 (24/7)
Capitec WhatsApp	067 418 9565
National Financial Ombud	0860 627 627
FSCA (Financial Regulator)	0800 110 443

The Capitec app makes it easy to dispute unauthorised debit orders, but prevention is always better than cure. Always double-check payment details before confirming transactions, monitor your account regularly for unauthorised debit orders, and act quickly if you notice any problems.

For regular payment mistakes, the app cannot help you directly, but Capitec’s customer support team is available 24/7 to assist. Don’t hesitate to call them immediately if you’ve sent money to the wrong person.

Remember, you have consumer rights that protect you against unfair banking practices. If Capitec cannot resolve your issue, you can escalate to the National Financial Ombud for free assistance.