APP MALFUNCTIONS AND BAMK PLEADS IGNORANCE

After being with Capitec from 2013, with no record of EVER logging a complaint, what I just experienced is very sad and disappointing. On Sunday the 28th September late at night I used the app to load R600 airtime. Twice the app clearly showed the transaction as not being successful, but of course I can't prove that because their app does not allow for screenshots. On the third attempt the app showed that the transaction went through successfully. However as soon that one went through the other 2 went through as well as Vodacom even credited my account. So 1 transaction ran 3 times. I immediately got on the call with their call centre. 1st contact was extremely disappointing and rude. She also blamed Vodacom which I told her cannot be to blame but still called Vodacom anyway and they confirmed they can only reverse their app glitches, not the banks. Second call back to Capitec that very night was a bit better. The lady was much more human and even apologised. She then gave me their complaints email and phone numbers. Due to it being after hours I emailed immediately. The complaints officer assigned was very friendly and professional. She communicated with me on Monday (the next day). However she just told me that their IT says there were no reported app glitches at my time of transacting, so they will not reverse the 2 transactions. How convinient!!! Of course I don't have access to their IT reports. Neither can I show them what I saw twice that night on my side. But this is the sad part. I see that in Financial Services it has become culture that customer complaint queries which may inconvinience them financial are declined and one quickly referred to ombudsman. My very nice officer was so ready to share the ombudsman's details for me escalate the issue. This is another convenience for them. See I have unfortunately experienced a financial services ombudsman in the form of the short term insurance not so long ago, due to a home insurance **** that is run by FNB insurance underwritten by Holland. It is very sad, emotionally draining and heart breaking. So the insurers and banks know this very well. Chances of ever hearing from anyone about you after they refer you to the ombudsman are very slim for many factors in that process. So it appears Capitec and company do not care anymore about hurting customers because there is another you at their corner and they know disservice to you overall costs them nothing at all. I was so drained after the short term insurance issue that even though I thought of logging a review of FNB Insurance and Hollard I just couldn't. I had zero energy. And to still am raising R161k to fix my house on my own. But the feedback from Capitec today (as nice and professional as my officer Nazley was) really disgusted me. It is really time to speak out. Who in their right mind would buy R600 airtime 3 times for the same number in the middle of the night? I am truly hoping someone in Capitec cares enough to see this and think and do something. I can only hope.