***3 Incompentent staff at tygervalley branch

Dear hellopeter

I am appalled by the *********** service I received at Capitec Bank with their telephone customer service and at the Tygervalley Branch, Cape Town, with two consultants. I am fully aware that we are human and we all slip up. When logging a dispute via customer service and the consultant not ensuring that she had done proper due diligence on her part, the incident was declined. However no communication was provided to me. Only when I contacted the customer service via telephone was I informed that a new incident needed to be logged as the first one was no where to be located on the system. Then my biggest downfall was going into the Tygervalley branch, where they informed me the dispute was successful and that the funds will be transferred within 12 hours, and then 24 hours, this was a back and forth from the first incident on the 14th December up until the 2nd January 2021. The consultants in question created the expectation and confirmed that it was successful, taking into account that this was over the Christmas and New Year, I literally had no funds and had to borrow because they informed me that it was successful and it would be transferred. After the final promise I returned to the bank, I was notified that the fault is not with Capitec, and I waited again, I returned again and then I was told that it was not successful and I need to contact the third party. This was the ultimate, if I had been told before I would have contacted them at the onset. But the consultant told me to wait for the outcome. The distress that they have caused me over this period that I had an emotional breakdown and needed medical attention. I wasted petrol, airtime and this could have been avoided, I made a loan to have at least food on my table, my debit orders was unpaid. This all could have been avoided if they had provided me with the correct information at the onset instead of waiting 3 weeks to be told otherwise. I have been a loyal customer with Capitec since its inception, have encouraged colleagues to switch to Capitec, but I am deeply disappointed at the manner to which this incident was dealt with. This has been a challenging year, but it saddens me to say that Capitec is a disappointment and has caused me such emotional stress and I do not want to continue doing business with capitec after the manner in which I was dealt. Do your staff not know the repercussions of their actions??