How can I check whether a call is really from Capitec?

Open the Capitec app while on the call. If a green verification message appears, the call is genuine. If the app shows a red warning or cannot verify, end the call immediately and call the official number 0860 10 20 43.

What will Capitec never ask me to do over a phone call?

They will never ask you to transfer money, pay a voucher, create a beneficiary, or share sensitive personal data such as your PIN, card number, CVV, or OTP over a call, SMS or WhatsApp.

What kinds of scam calls are common targeting Capitec customers?

Common scams include fake debit-order reversal requests and messages about ‘suspicious activity’ on your account, used to trick you into sending money to a ‘safe’ account or authorising bogus payments.

What should I do if a call cannot be verified as genuine?

Hang up immediately. Do not enter your banking app or provide personal or card details. Call Capitec back using the official number on the back of your bank card or via the Capitec app.

Why is call verification important even if the caller seems official?

Scammers may impersonate Capitec staff, use fake caller-IDs or cloned numbers, and pressure you with urgency. Verifying calls protects you from sophisticated phishing and vishing scams.

Always verify if it’s us

Now you can check instantly if it’s really us calling – right on our app.

Scammers often call pretending to be from us. They sound convincing and try to make you panic so you’ll share personal details or do an in-app transaction, so they can steal your money.

That’s why we’ve built new app technology to help you stay one step ahead.

How it works

If you get a call from someone claiming to be us, you can now check instantly on our app if you’re really talking to us.

Before we call you

You’ll get an in-app notification letting you know that someone from our Client Care Centre will be calling you soon (for example: ‘Sarah from our call centre will call you shortly’).

When you’re on a call

Open our app. You’ll see a coloured banner with text at the top of your screen:

🟢 Green banner with the text "We're on a call with you": You’re on a verified call with us. You'll also see the name of the verified consultant (for example: you're on call with Sarah, a Client Care Agent). This gives you peace of mind that you’re truly talking to us.

🔴 Red banner with the text "You're NOT on a call with Capitec": we are unable to verify the call. Fraudsters may attempt to get you to authorise a payment or move your money. Hang up immediately.

If you’re ever unsure, hang up, then sign in on your app and call us for free using the in-app calling feature, or phone 0860 10 20 43.

Built-in protection for your peace of mind

If we’re unable to verify the call, your app will automatically block specific risky transactions until the call ends – protecting your account and information, even if someone tries to trick you.

A few more safety tips

Don't believe anyone who says the banner isn't working or the system is down. These lies are designed to make you panic

Only answer calls from us on your phone with our app installed and active – don’t let anyone convince you to take their call on another phone

Common scams to look out for

Unauthorised or cancelled debit order scam: A scammer pretends to call, or sends an sms, from ‘Capitec’s Fraud Department’ claiming there’s an unauthorised or cancelled debit order on your account and that a reversal will be processed. They may also send an SMS that looks like this:

Suspicious activity scam: A scammer calls claiming there's suspicious or fraudulent activity on your account and pressures you to act quickly

For both scams, they may ask you to:

Do a transaction to ‘reverse the fraud’
Authorise a payment
Transfer money to a ‘safe account’ to prevent fraud

Here’s what a real call from our Fraud Department looks like – your app will clearly show that you’re speaking to us:

If you don’t see this message in your app, hang up immediately and call us for free on your app to confirm it’s really us.

Remember, we will never ask you to

Move your money to secure your account or make an investment
Switch or sign in to online banking or dispute debit orders
Send cash, buy vouchers or pay bills
Share your PIN, card or personal details
Send or share an SMS or OTP