1 reviews | Active since Oct 2011
Account put on hold, Call Center/ Branch Unhelpful
<p>I have my account blocked on suspicion of ***** with no communication from Capitec. I was only informed of the reason after calling the call center who refered me to the branch, spent more than an hour but could not get help because forensic department didn't answer their phones so I am suppossed to come back and hope that this time someone actually bothers to do their job.</p> <p> </p> <p>What irritates me the most is the fact that a year ago we had this same issue, I submitted the required information and the issue was resolved, one would expect that such history should be on their system to avoid dealing with the same issue again and wasting my time. Capitec has proven again and again to be a pathetic excuse for a bank, one only establised to push loans than provide proper banking services to people with financial stability. A bank that fails to understand that there are other banking services except giving financial loan. </p> <p> </p> <p>3 days later nobody has bothered to contact me regarding my account, the thinking is I must have nothing to do and should have unlimited time to go in the bank sit until they get their act together. I understand that as a financial institution banks have an obligation to enforce some level of legal compliance to their clients, what I can't stomach is the pathetic way in which such is delivered. To deal with the same issue twice just because someone has no ability to do their job properly leaves a lot to be desired, to go in the bank twice and waste 2 hours each time because the right hand has no idea what the left hand is doing is unacceptable. Even more pathetic is the fact that when the account is put on hold cellphone banking transfers can still go through the account with no notification to the account holder or ability by the branch to provide account activity update, why allow the payment go through in the first place if I can not have an update or any information on the account?</p> <p> </p> <p>Only *********** people enjoy dealing with the same issue over and over again, I am certainly not one of them but unfortunately Capitec seems to have a lot of them. Will get this account opened one way or the other and take my funds out and save myself the stress of dealing with such incompetency. </p>
I acknowledge your posting, and have referred it to Riaan Jacobs for immediate attention.
Feedback will be provided within 3 working days, and I trust that this situation will be resolved to your satisfaction.
Complaint Management
Capitec Bank
I acknowledge your posting, and have referred it to Riaan Jacobs for immediate attention.
Feedback will be provided within 3 working days, and I trust that this situation will be resolved to your satisfaction.
Complaint Management
Capitec Bank
Rian Jacobs phoned today to give an update on my complain, his first call in the morning he highlighted that he was also facing the same challenges that I was facing at the branch, forensic were not answering their phones as a result he had sent an email, as soon as he has received a response he will contact me with an update.
True to his word he contacted me later in the day, I must admit at that point after being subjected to poor customer service and gross incompetence from Capitec bank employees it was a breath of fresh air to have someone showing interest in their job. Sadly my joy was short lived as this turned out to be another waste of my time, maybe not so much on Rian's part but on Capitec bank processes and their good for nothing forensic/***** department. Apparently there is a ***** investigation on my account and the forensic department will give me a call when they are done with the investigation, unfortunately Rian could not tell me the nature of the investigation or cause neither could he tell me how long the process is expected to take to be finalized, the only person who could tell me that is the person handling the investigation but as expected Rian does not have a contact number , direct email address or name of the person dealing with this case. The only logical question was why is he there to deal with customers if he cannot give any meaningful information? Surely it makes more sense to have the person dealing with the case contact the customer and make the necessary inquiries as well as answer any questions raised by the customer. If the goal is to clear any suspicion and still retain the client then it makes sense to treat the customer well knowing that suspicion does not amount to fact and whatever suspicion you have does not make me a ******** but I remain your customer until proven otherwise.
As expected when banks and their employees are pressed and questioned on their processes which they usually fail to defend because they do not make sense they pull the fine print, they tell you how according to their terms and conditions they can freeze your account without telling you in advance and proceed do to their investigation without giving you any information or update. It is so much a shield that they believe that when they tell you any sort of information they are actually doing you a favor. This is not rocket science the only thing I am asking for is information, you can do your investigation I have no problem with that but that can't continue indefinitely hence you owe me a time line of some sort as to when this whole process will be finalized because at some point it will become ******** to continue holding my money without a court order giving you that authority. What you get is a window to satisfy your curiosity and prove your case if there is one but do not mistake that for authority to seize my money because of some funny fine print.
So if it's not too much to ask for can I get an update as to these few questions:
a) Why is my account being investigated for *****
b) How long will it take you to complete your investigation
c) Who do I speak to if I need follow up on this issue, Rian is a very helpful guy but sadly he doesn't have the information I need.
Rian Jacobs phoned today to give an update on my complain, his first call in the morning he highlighted that he was also facing the same challenges that I was facing at the branch, forensic were not answering their phones as a result he had sent an email, as soon as he has received a response he will contact me with an update.
True to his word he contacted me later in the day, I must admit at that point after being subjected to poor customer service and gross incompetence from Capitec bank employees it was a breath of fresh air to have someone showing interest in their job. Sadly my joy was short lived as this turned out to be another waste of my time, maybe not so much on Rian's part but on Capitec bank processes and their good for nothing forensic/***** department. Apparently there is a ***** investigation on my account and the forensic department will give me a call when they are done with the investigation, unfortunately Rian could not tell me the nature of the investigation or cause neither could he tell me how long the process is expected to take to be finalized, the only person who could tell me that is the person handling the investigation but as expected Rian does not have a contact number , direct email address or name of the person dealing with this case. The only logical question was why is he there to deal with customers if he cannot give any meaningful information? Surely it makes more sense to have the person dealing with the case contact the customer and make the necessary inquiries as well as answer any questions raised by the customer. If the goal is to clear any suspicion and still retain the client then it makes sense to treat the customer well knowing that suspicion does not amount to fact and whatever suspicion you have does not make me a ******** but I remain your customer until proven otherwise.
As expected when banks and their employees are pressed and questioned on their processes which they usually fail to defend because they do not make sense they pull the fine print, they tell you how according to their terms and conditions they can freeze your account without telling you in advance and proceed do to their investigation without giving you any information or update. It is so much a shield that they believe that when they tell you any sort of information they are actually doing you a favor. This is not rocket science the only thing I am asking for is information, you can do your investigation I have no problem with that but that can't continue indefinitely hence you owe me a time line of some sort as to when this whole process will be finalized because at some point it will become ******** to continue holding my money without a court order giving you that authority. What you get is a window to satisfy your curiosity and prove your case if there is one but do not mistake that for authority to seize my money because of some funny fine print.
So if it's not too much to ask for can I get an update as to these few questions:
a) Why is my account being investigated for *****
b) How long will it take you to complete your investigation
c) Who do I speak to if I need follow up on this issue, Rian is a very helpful guy but sadly he doesn't have the information I need.
Account opened for a few days whilst part of my money is frozen, 3 weeks later there is still no substantial update. At some point I was told that funds trasnsfered to my account where proceeds of online ***** from another bank, they where happy to reopen my account but keep the funds frozen whilst doing their investigations which I had no issues with. After almost 2 weeks of no communication and update my account has been frozen again.
I am taking this issue to the Omburdsman if no resolution is received by the end of the 15 day period. The level of service or lack of it in this case is pathetic
Account opened for a few days whilst part of my money is frozen, 3 weeks later there is still no substantial update. At some point I was told that funds trasnsfered to my account where proceeds of online ***** from another bank, they where happy to reopen my account but keep the funds frozen whilst doing their investigations which I had no issues with. After almost 2 weeks of no communication and update my account has been frozen again.
I am taking this issue to the Omburdsman if no resolution is received by the end of the 15 day period. The level of service or lack of it in this case is pathetic