Bad customer experience

Good day I tried to add a recipient on my Capitec APP which I struggled with. I phoned the call canter on 1st November 2023 *** @ 08h25) and got through to Thandi. I explained my problem to her and asked her where do I get the code I have to enter on the screen when trying to add a recipient. She could not help me, she does not know, maybe it is this or that, it could be due to changes on the APP, not sure....REALLY??? Is this customer service? She even asked me if my SIM card has changed, I need to restart my phone, or go to online banking on a computer or laptop and do it there. I said to her she is supposed to know if there were any changes on the APP so she can assist customers. What if a client does not have access to a laptop or computer...nice answer. I also said to her that she did not answer my question. I was so annoyed with the whole situation.

In then phoned back and spoke to Christi. What a breeze, she explained to me what to do, took me through the process step by step, and with the most patience. She even apologized for the bad experience I had with Thandi.

She put me through to the complaints department to speak to Rebecca, the Team Leader. I was transferred again to another number, again the main menu. Eventually I put the phone down and tried 3 more times, but just get through to the same main menu, even if you press 1 for complaints you go back to the same main menu. It is costing us money to phone the same number over and over again to get nowhere. So frustrating to say the least. They don't even have an email address you can contact them on except for business customers.

So my next step was this Hello Peter complaint.

May I please get feedback on this complaint and the steps taken to properly train Thandi on customer service and the functions of the APP. I honestly think she needs intensive training, urgently. Not a good first experience for a quite new customer, the face of your bank and service delivery.

Regards