Access facility closure takes 4 months

Dear Capitec,

I am writing to express my deep dissatisfaction with the ongoing delay in closing the access facility associated with my account. I was initially informed that this facility would be closed in March, and to my dismay, the closure date has been repeatedly postponed. I recently received a phone call from your representative last week, stating that the closure would be finalized on June 4th. However, despite these assurances, the facility remains open, and my complaint/ticket was closed prematurely.

Furthermore, I have noticed that my account still displays a balance, which I strongly believe to be an overpayment. It is imperative that you rectify this balance issue before attempting to close the account. I find it highly unacceptable that a financial institution takes a staggering four months (equivalent to a quarter of a year) to process a seemingly straightforward instruction to close an access facility that has already been paid in full. Closing complaints prematurely, merely to improve statistics, and neglecting to provide confirmation of account closure only exacerbate the frustration and dissatisfaction I am experiencing.

Additionally, I am encountering a relentless barrage of account statements on a daily basis, with some days seeing multiple statements as your system repeatedly attempts to close the account. This excessive spamming of statements is not only a nuisance but also reflects a lack of attention to detail and effective account management. I insist that you address this matter urgently to restore the necessary peace of mind and prevent further inconvenience.

I kindly request that you take immediate action to resolve these issues. Failure to do so will leave me with no choice but to escalate this matter to the appropriate regulatory bodies, such as the Ombudsman or FSB (Financial Services Board). I expect a prompt response and a satisfactory resolution to this matter, including the closure of the access facility, rectification of the account balance, and cessation of excessive account statement communications.

I trust that you will treat this complaint with the seriousness it deserves and take swift action to rectify the situation. I am hopeful that we can resolve this matter amicably and avoid any further escalation.