Bad practice by Bank

TO The CEO Capitec Bank I wist to draw to your attention that the call center service is lacking and in fact costing customers hundreds of Rands collectively amounting to millions. I would request you to visit HELLO Peter website and view the issues where incorrect information is given to customers as well as incomplete information. My life partner who is Chinese was told by one of her customers that the account was not accepting a deposit that they were trying to make. The point here is that my partner was never contacted to advise that Capitec was was going to make the account dormant this is a problem as both her and I use the accounts as a savings account and we spend large amounts of time out of the country. We see the unilateral suspension as theft as you still retain the money for your use and do not pay the interest that should have accrued. The call center told my partner that she needed her passport and permanent residence permit and should take them to the branch which we duly did and traveling 20 Km to the branch only to be told that they can not help as they also needed proof of residence which we were not advised to take with. Please not the cost of travel and time it now has taken at the end the travel will be 40 Km and the time wasted will be 3 hours my time as an an engineer and my partner as a doctor. This as she needs me to translate. we would expect to be reimbursed. We draw to your attention that when reading complaints on HELLO PETER this issue is very common. Further more we are told that we cannot withdraw her funds unless the proof of residence is produced this is indirectly theft of her money.We wanted to close the account ans for both of us to move our funds to another bank. The money in account we also leave there in case of an emergency so this could have left us in deep trouble should we have needed to withdraw while we were overseas. We gave the bank manager the form stamped by home affairs which is the request for the issue of an ID document only to be told that it is not accepted yet it has our home address on it and is only 10 days old an official government document?????? This issue and the time and argument we had it the Lakeside branch has caused friction between my partner and self which I do not need in my life. When you wanted our accounts you even sent people to my residence to sign us up what has happened to this service now?? Let me advise you why we as customers think that you have call centers " IT IS SO THAT NO ONE CAN BE HELD ACCOUNTABLE IT IS A BRICK WALL BETWEEN CUSTOMER AND MANAGEMENT" I do not know a single person who is happy with call centers! When one asks to speak to a manager we get told that sorry I can only put you through to my supervisor I AM A CUSTOMER AND DO NOT GET A SALARY FROM THE BANK AND THEREFOR RESERVE THE RIGHT TO SPEAK TO WHO I REQUEST. I might add how can manager know what is happening in the business when they do not take customer calls? When the bank manager is asked for the head office phone number they advise that they do not have it IS THIS GOOD CUSTOMER PRACTICE?? To put it to you that I was intending to make major investments with you which if above is the case I will not be doing and will now place this money with FNB and close our existing accounts with you. All responses on the HELLO PETER are a standard response and state a 5 day time the problem is now not in 5 days! I expect a reply from the PA to the CEO as proof that this letter has reached the CEOs desk Yours Faithfully R G Haywood