Capitec is continuing to deliver faster and more effective client resolution, while also seeing improvements in key fraud-related trends.
According to the 2025 Banking Ombudsman data, Capitec reduced its share of all formal complaints from 21% to 16% year-on-year, despite rising complaint volumes across the industry and a 7% growth in total active clients to 26 million.
Group Executive of Marketing and Client Experience at Capitec, Francois Viviers, says, “We take our clients’ trust seriously. We keep investing in data, technology, and artificial intelligence to protect them from fraud. We’re proud of the improvements we’ve made and our team’s efforts to make things better for our clients. Protecting our clients will remain our top priority.”
Capitec also improved outcomes, with 82% of cases resolved in its favour, up from 78% the previous year.
Encouragingly, while fraud remains a growing concern across the banking sector, Capitec has recorded a decline in mobile banking fraud and phishing complaints; suggesting that its prevention and awareness efforts are gaining traction. Over the past financial year, Capitec:
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Blocked more than 131,000 fraudulent beneficiaries, including 64,000 mule accounts
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Prevented over 394,000 scam payments through AI-driven warnings
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Helped clients avoid more than R673 million in potential losses
Q1 Banking Ombudsman data shows continued momentum, with 84% of cases resolved in the bank’s favour year-to-date. Capitec continues to invest in smarter, more responsive systems that not only detect fraud earlier but also strengthen trust by protecting clients in real time.
