WORST ADMINISTRATIVE SERVICE FROM CAPFIN, AND NOW YOU GUYS WANT TO OPEN A BANK WITH SUCH TERRIBLE ADMINISTRATIVE PROCEDURES.

I am writing to formally express my dissatisfaction with the service I have received regarding the settlement of my account.

I was initially provided with a settlement link, which I paid in full in the amount of R3,500+ within the stipulated time. Despite this, my credit bureau report continued to reflect that I still owed Capfin. I contacted your call centre to query this and was informed that interest of R150 had allegedly accrued, resulting in an additional settlement amount of R250.

This raises the following concerns:

How did interest accrue when I settled the account on time and in full?

Why was this amount not included in the original settlement figure provided to me?

To resolve the matter, I paid the additional R250 as instructed. However, despite this, Capfin proceeded to debit my bank account again without my authorisation.

When I contacted your call centre, I was advised that:

All my payments are visible on your system

I have no outstanding balance

I then requested that my account be closed, only to be told that I must submit proof of payment (POP) for both transactions, even though your agents confirmed that these payments are clearly reflected on your system. This is an unnecessary and unreasonable burden placed on me as a customer.

Furthermore, I expect:

Immediate confirmation that my account is closed

My credit bureau profile to be updated within the required 20 business days

Written confirmation that no further debits will occur

Should my credit report not be updated accordingly, or should this matter not be resolved without further delay, I will have no option but to escalate this complaint to the National Credit Regulator (NCR) and the Credit Ombudsman. I will not allow my credit profile to be negatively affected due to Capfin’s administrative failures.

I request urgent written feedback confirming resolution of this matter.