Appalling service

I write this complaint with a growing sense of frustration and disappointment, the purpose of which is to vehemently express my dissatisfaction and to demand immediate action concerning the faulty card with which I was recently issued.

The card is newly issued, and had hardly been used over the few weeks which I had it, before the chip began rusting, rendering the card useless. As I tap for all my transactions, I was prevented from using the card to make payment since this ordeal.

My attempts to reach out to your customer service team via email have fallen on deaf ears. Despite sending clear and concise messages, I have been met with a level of incompetence and inefficiency that is nothing short of infuriating.

After weeks of emailing your team and being given the runaround, I requested that my case be escalated. It was then assigned to complaints management officer, Robin Rinquest, who merely sent me a few automated emails stating that my case is being investigated, without further action or feedback. I emailed Rinquest multiple times requesting an update on the matter, to absolutely no avail. All my communications have been met with a deafening silence that is nothing short of infuriating. How *********** can a person be? For Robin to occupy the position of “complaints management officer” is unfathomable; her complaints management skills are completely lacking.

I find it unconscionable that a company of your stature would disregard a customer's grievances with such blatant indifference. My faith in your brand has been irreparably damaged thanks to this appalling experience. The lack of accountability from Robin Rinquest and the rest of your customer service team is appalling.

Having been prevented from transacting on my account during the busy festive season as a result of the faulty card, I requested that you take immediate action to address this matter. However, despite the blatant negligence with which my case was handled, and the egregious lapse in service from Capitec Bank and Robin Rinquest in particular, your bank refuses to acknowledge any wrongdoing and reissue a new card at no charge. The swift card replacement which I requested was never forthcoming, despite bringing this matter to your attention several weeks ago. A brand new card should not be rusting and malfunctioning; this only serves to highlight the poor quality materials which your bank is using.

It is a grave injustice that I have been made endure such insufferable indifference and disrespect. Having implored you to rectify this situation with the expediency and professionalism that I had once associated with your brand, I have, instead, been subjected to a level of inefficiency and inaction that is unconscionable.

I expect an immediate response from your bank acknowledging this matter and committing to an immediate replacement of the faulty card at no additional cost to me.

This matter demands your urgent attention.