Cape Avis 5

My card was stolen during a vehicle theft and used fraudulently. Cape attempted to charge my bank (NAB), but NAB dishonoured the payment and advised me to contact Cape directly.

I immediately blocked the card and reached out to Cape support. Unfortunately, there is no phone number available—only email. Despite emailing them, I received no response. Instead, I was bombarded with two emails a day demanding payment. I replied to explain the situation, but again received no reply. Their email signatures contained no phone number, leaving me with no way to speak to anyone directly.

After 12 days, I sent another follow-up asking them to simply call me. By day 19, after repeated automated emails and text reminders, I finally texted them in desperation. They eventually called but were aggressive and dismissive, claiming they had not seen any of my emails.

The only positive part of this experience has been Roselle Usherwood, who responded when I finally submitted a support ticket through their system. She has been professional, supportive, and clear in requesting the right documentation. It makes it even harder to understand why another representative, Patrick Maksood, behaved so aggressively and claimed to have no access to the system or visibility of my prior communication. If Cape’s own staff cannot see tickets or communicate with each other, it highlights a very weak and broken internal process.

I’m still going through the process, but so far this has been one of the worst customer service experiences I’ve ever had.

What i thought would be a great add to our business is turning into a nightmare, the card was hacked and an unauthorised transaction made, immediately I tried to contact cape to dispute the transaction, Cape no longer has a phone support, customers must now email, even in such an emergency, I blocked my card and emailed their support team. The dispute was logged but they still took the money out of my account, this was lodged on the 22/5/25 and I still have not received my refund. On the 13th of June I received a text message that an attempt to purchase has been declined, thankfully the card was blocked. I emailed Cape to report it. Today I received another text informing me that another transaction was declined, thankfully again I thought this was due to the block. then I received an alert on my phone saying the transaction went through, how does a blocked card get accessed? I have now again emailed support to dispute the transaction and cancel the account. I just hope they don't expect to direct debit this amount from my bank.
Not happy with their support and the time it has taken to get this sorted, thankfully the transaction wasn't for the total available funds. I would recommend not using this service as the support is minimal, they do not provide adequate security and still take the Disputed funds from your account.

We’ve been using Cape card for a few months now and everything is seamless. Onboarding was super easy, system is user friendly and easy to navigate, and most of all great fx rates!
The team at Cape has been amazing – special thanks to Lauren for being so helpful!

Business owners! If you care about expense management, great FX rates (we saved $$$$), and outstanding customer service get your hands on a Cape card. Application is super quick, and we can deploy cards to our employees with simple, granular control over expense allowances. At last, spend management is under control!!

Fantastic product! so easy to use and has reduced a huge amount of admin time, we now have full visibility over our employees expenses. As the MD i particularly like that there are no personnel guarantees and i have been able to completely remove the need for personal cash amounts within he company