Bad customer service for the black elderly

Good day

I would like to raise a complaint regarding an experience I had with the forex department.

With due respect to the security controls put in place to protect clients over telephone transactions, it appears that there is no consideration for the elderly who do not understand most of the information conferred via telephone or in person for that matter. I called in with my elderly aunt who is expecting an international incoming payment which she would like Capitec to help trace it. She has no know-how as to who to talk to what to say, what to do and how to do it. In that instance she would need someone she trusts like me to help her. There is no provision made for these kinds of scenarios. The lady I was speaking refused to relay any information to me when I asked the relevant questions that would help resolve the query with the international bank. She was cold and uninterested considering the circumstances. I am the one who requested that they call my aunt, I am also the one who sent through the relevant documents for the payment to be traced. • There was no acknowledgement of the email. • There was no reference number given to us (or my aunt) on the phone or by email. • There was no turnaround time given as to when we can expect feedback. • There was no confirmation as to whether the document sent via email was received by them. • All we got was we will call you once we trace the payment. • Then she hung up the phone. No question whether there’s anything else we want to ask, or any thing of the sort of courtesy you’d expect from a quality service provider.

This is nonsense and despite the insistence that these are for security reasons, our parents will keep getting ****med because nobody cares about how will they gain access and use this supposed protection despite being unable to use these technological mechanisms. Where is the humanity in all this.

This is very sad and frustrating even for me as someone who has some knowledge of these things. I had to call 3 times (and hung up on twice) to reach the forex complaints department because client care said they don’t deal with this query. Only on the third call did client care say I need to send an email to an email address that’s not even on your website. The ridiculousness is just beyond.