ATM Incident

On the 3rd November 2022, my daughter went to deposit cash into my Capitec Bank account, at the Capitec Bank ATM outside their Howard Centre Branch, in Pinelands, Cape Town. Whilst still busy, after putting the notes inside the machine, the ATM first displayed a message that said "loading..." then later it went out of service. My daughter immediately called someone from the branch, who told her that this was a regular problem with that ATM, took her details down, and promised to update her within 24 hours. Within a few minutes, I received an sms from Capitec Bank, informing me of an ATM incident that had been lodged, also giving me the reference number, as well as a WhatsApp number where I could follow the progress of the ATM incident. After 24 hours had elapsed, there was still no movement on the incident tracking, it was still on the first step, namely Service Request Created, and no one had contacted my daughter with the update, as promised. I phoned the Capitec Bank Call Centre on the 4th November at 14h31 and spoke to Tiana, who promised me that someone from the branch will call me with some feedback. At 16h48, when I realised that the Bank was going to be closing soon,I phoned the Call Centre again, and spoke to Musa, who was surprised that the branch did not phone me. Musa then put me through to the branch, where I spoke to Stacey, who promised me that someone would call me on Saturday the 5th. No one called me on the 5th. On Monday the 7th November, at 14h22 I phoned the number that Stacey had given me on Friday, as the branch's number, I spoke to a lady who couldn't give me any satisfactory answers to my questions, but proceeded to drop the phone in my ear. I phoned again and spoke with Fortunate, who was very apologetic, though she also couldn't give me satisfactory answers to my questions. She also gave me the Complaints number, which I called at 14h41, and spoke with Mojahied, who was able to give me the name of the lady who slammed the phone down in my ear, as Dibueng, though he said that she was having connection problems, and didn't drop the phone intentionally. I was on the line with Mujahied for 15 minutes, but couldn't get satisfactory answers, except to be told that an investigation which includes balancing the ATM, needed to be done, and could take up to 14 days. Today, on the 17th November, exactly 14 days later, no one from Capitec Bank has ever contacted me, and the deposit still doesn't reflect in my Capitec bank account.