1 reviews | Active since Nov 2022
15 days, 360 hours turnaround time for refund... and STILL counting!
I purchased MTN data via my mobile banking app for my Mom as I have done countless times before. The first purchase was on 1 November 2022 & the second purchase was on 2 November 2022. Both transactions on my app were ‘successful’ however the data was not recharged. I called Capitec customer care on 4 November and was given a reference number for my complaint. In the interim I had spoken to the service provider who advised that the issue sits with Capitec and not them. Oddly, I was told the exact opposite from the Capitec customer consultant I logged my complaint with.
A technical hiccup as small as this I experienced once before when I was banked with FNB. It was rectified in under 24 hours and my account was refunded.
Today, the 17th of November 2022 marks 15 days & 360 hours and I am STILL waiting for my money to be refunded back into my account.
As a client of Capitec’s, I have been very satisfied up until recently. Again, the resolution to rectify is simple because the incident is just as simple. However, I am left exasperated from the inconsistency in information/feedback I have received from consultants. I am also disheartened by a consultant and a Call Centre manager that I spoke to, after they said they would call me on my mobile to give me an update and failed to follow through. I also received an sms from Capitec this past weekend saying that I am going to be refunded. When?
Has the bank ****** my money? Misplaced it? Has it vanished? I cannot comprehend why the turnaround time is impossibly laborious, drawn-out, longwinded and painful.
My patience however, has worn very thin and as a result have resorted to HelloPeter. Forewarning, do not give me a the generic reply that numerous other clients receive following their complaint - Do not thank me for making you aware of my concern – you have been aware since the start of the month. Don’t thank me for my patience because as stated, hav worn thin Lastly, I have a list of names I can give you in order to avoid someone new ‘exploring the matter’ and further delaying my refund.
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards Capitec Bank
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards Capitec Bank
Whomever is responsible for monitoring hellopeter complaints seemingly hasn't mastered reading and leads me to believe this is why the above generic reply is continually copied and pasted on every new complaint received, as my request for any other reply than the above was ignored.
I now have another reference number which is unnecessary. If read properly, I said above that I have been supp**** a reference number already. So as it stands Capitec, there are 2 reference numbers open for the exact same complaint? What is happening?
Customer service and value such an vital element is business, and sadly Capitec, via online platforms, is dwindling. I want the bank to simply reverse the transactions for the data purchased back into my account, there is NOTHING to explore re this matter as it is NOT new.
Whomever is responsible for monitoring hellopeter complaints seemingly hasn't mastered reading and leads me to believe this is why the above generic reply is continually copied and pasted on every new complaint received, as my request for any other reply than the above was ignored.
I now have another reference number which is unnecessary. If read properly, I said above that I have been supp**** a reference number already. So as it stands Capitec, there are 2 reference numbers open for the exact same complaint? What is happening?
Customer service and value such an vital element is business, and sadly Capitec, via online platforms, is dwindling. I want the bank to simply reverse the transactions for the data purchased back into my account, there is NOTHING to explore re this matter as it is NOT new.
With reference to our telephone conversation.
I trust that you satisfied with the outcome.
We have proceeded to close your complaint.
Kind regards
Complaint management
With reference to our telephone conversation.
I trust that you satisfied with the outcome.
We have proceeded to close your complaint.
Kind regards
Complaint management