Hellopeter
Share Your Experience
WC
Wayne C

1 reviews | Active since Mar 2017

04 Mar 2024, 06:21

Bad banking and service

I have recently opened an online savings account as I left my previous bank due to *****ulent fee deductions that are yet to be reversed.

I requested that the new card be delivered, but then cancelled as I was not going to be home. The lady at the branch told me that there will be a R70 charge due to the cancellation which I thought was fair, but was not mentioned when I clicked on the cancellation button.

Come the day after the courier sent a message that the card will be delivered that morning??? I advised that the card had been cancelled, picked up at the branch and that I had already been charged a R70 fee. They never rep**** to my message.

This morning transferring the remaining balance from my other account I find that the initial R70 was a card replacement fee and another R150 cancellation fee was charged????

This is already off to a bad start! You should add to your cancellation button a prompt advising your clients that there will be a cancellation fee!!! And what is the card replacement fee then? When I picked up the one and only card that morning???? Ridiculous! From one bad bank to the next.

0
Replies (6)
WC
Wayne C's update04 Mar 2024, 06:57
Reviewer Update
By the way, if the delivery was free and cancelled 2 days before delivery, why am I being charged a delivery fee!!!
Capitec Bank
Capitec Bank's reply04 Mar 2024, 10:30
Official
Good day Wayne 

Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.

Kind regards
Capitec Bank
WC
Wayne C's update04 Mar 2024, 13:57
Reviewer Update

If this is your response from your client services, your bank is just as pathetic as my previous bank.



Good day Wayne, Thank you for your email. We sincerely apologize for the difficulty you have experienced in this regard. Kindly be advised that when a card delivery is cancelled by the client, there is a R150.00 fee that is charged. Should you require any further assistance on our end, you may send us a new email at ***. Alternatively, you may add and save the Capitec WhatsApp number ***) as a contact on your phone or visit any of your nearest Capitec Bank branches. Below is our branch locator to check your nearest branches and their operating hours.
https://www.capitecbank.co.za/branches/ We apologize for any inconvenience caused. Thank you for allowing us to attend to your query. Kind Regards Andrea Jacobs
Agent: Service Admin


i do not aee why I sould pay R150 for a delivery fee that was supposed to be free and that without any indication that a fee will apply when a cancellation is done??? And also a R70 card cancellation fee??? What card? I only got one card from your branch???

I regret opening this damn account on other peoples recommendation. If knew these fees were there I would not have transferred my money this morning.
Rest assured that this will be taken further!
WC
Wayne C's update06 Mar 2024, 09:02
Reviewer Update
So one of your call centre agents phonedme late yesterday afternoon. After I explained that I was in no way notified that there is a R150 delivery cancellation fee (for a initial free delivery) and that I had not cancelled any card as this is a new account and that the R70 card cancellation fee needs to be reversed aswell, he stated that he will investigate and get back to me via email????

What is to investigate??? Reverse the charges, that is all. I will gladly give you your card and account back when you give my money back! I don't need your piece of plastic.
WC
Wayne C's update07 Mar 2024, 15:56
Reviewer Update
After loads of emails and explaining that I had not received any notification that R150 was to be paid for cancelling a free delivery????? And I still don't know what the R70 card cancellation fee was for????

I have received another email just stating the same as the above. That I am liable for the R150.

I have sent an email to close the account with immediate effect. I WILL NOT GO TO A BRANCH TO DO THIS. As no one is assisting me with my query.

I will rather go to a better bank to open a new account. A bank that does not de***** their clients.
WC
Wayne C's update08 Mar 2024, 19:00
Reviewer Update
This email was laughable....

Good day WayneThank you for your email.We regret learning of the difficulty that you have experienced in this regard.We do not want to treat our clients in any way that might make them feel unimportant or that we do not care and at Capitec Bank we do not promote such behavior.Kindly be advised that due to the strict security measures in place, you will need to visit your nearest Capitec Bank branch to complete the closure of a Primary Savings account.Should you require any further assistance on our end, you may send us a new email at ***. Alternatively, you may reach out to our Whatsapp platform at ***or visit any of your nearest Capitec Bank branches. Please see the below link for our branch locator. Branches | Capitec Bank Please accept our sincere apology for any inconvenience caused during this ordeal. Kind regards Marvin Karolesen
Agent: Service Admin
Service Support