Exceptionally Bad Service

On the 21 Dec I had opened a ***** case against one of your clients and immediately his bank account as well as mine was stopped.

I had forwarded all the necessary documentation to Standard Bank's ***** department who in turn forwarded all to you.

According to Standard Bank, Absa had not been replying to any of their emails regarding this matter and had only received a reply today that they are investigating the matter????????? Why is this taking so long. What are you investing that is taking weeks on end??????

See my complaint to Standard Bank below....

Your service seems to be worse than theirs!!!!!

On 29 Dec I had reported a ***** case and they had advised me that the other person's account had been frozen and asked me to send through all the necessary documentation (which I did) and then received the below responses. In the meantime the other person involved had been harassing me as to why his account was stopped to the point the point that I had to block him from contacting me.

I have since tried to contact Standard Bank's follow up department, but to no avail.

Holding on for 30 minutes at a time and even trying through the banking app which tells you that you are number 6 in the cue and goes no further. Today Bafana from the social media department phoned me and as soon as we get through to Claudette the call cuts......why is there no propper follow up???? If the person involved had his account blocked, why are they not extracting the money from that account as he seemed furious that he was unable to access it???? As per the last email below, if ABSA's ***** department does not communicate with you or reply to your inquiries, why do you not follow up with a senior?????? Surely there must be someone you can communicate with regading this matter. There is absolutely no excuse for bad service and that for a ***** department???????

I would like someone at ***** to call me and give me a time frame of when I can expect an outcome.

21 Dec 2024

We have since forwarded the documents to ABSA to investigate the accounts in question. Once ABSA have finalised the investigation on their side, they will notify Standard Bank of the outcome of the funds that were paid over to ABSA - and if any available funds can be claimed. Once we received confirmation of available funds (to be claimed), SBSA will issue an indemnity to the agent bank (ABSA) to release recovered funds - this has to be paid back to the account where funds originated from. Regards, Mbonani Thocha

2 Jan 2025

Good day Mr Wayne Coetzee, Trust you are well. The matter being followed with ABSA, and we are awaiting feedback however, they still haven`t responded to us. We have sent through multiple communication to them since the case started, for them to give us an outcome and they haven’t yet given us an outcome. One reason why this may be taking long to conclude is because they may be chasing the funds from different agent banks. I understand what you are going through, and I am just as frustrated as you are that this matter has dragged on for so long. We value you as a customer and we are doing everything in our power to resolve this matter with Capitec. Regards,