Bad Service and Process

<p>I would like to complain about the bad service received from Capitec Bank (Head Office), first and foremost I have a personal loan with the institution, and I just recently made a payment on the 13th of January, 2017 towards the loan, resulting in the terms of the loan to change or updated, but it seems to be a hustle to get the new contract.</p> <p>On the 13th January, 2017, I went to the Alexandra Capitec branch, and was assisted by a nice lady by the name of Alice the relevant payment, which was processed accordingly and I advised her that the reason for the payment is to decrease the premium paid on a monthly basis towards the loan, of which she contacted their Collections department at head office, advise of my request, of which I had to speak with another lady (can’t remember her name) for them to verify me and confirm the new conditions or information of the loan, of which was done, and the lady advised that the new contract would be posted to me, then I told her I need the new contract as urgent as possible, as I need to use it for something else, she then confirmed that it would be either email to the Alexandra branch or emailed to me in a week’s time, from the 13th of January, 2017, until today I haven’t received the relevant contract.</p> <p>Today I went to the Alexandra branch to follow up if the new contract has been sent to them, they confirmed it has been received as yet; Alice then contacted the Head Office to do the follow up, this time around she was given a different story, regarding the Head Office posting the contract and not sending it via email, which is a total contradiction from what the other lady advised of… And apparently I have to wait another 20 working days to receive the new contract and I also need to take note that there might be Post Office strikes that can prolong the process of me receiving the said contract.</p> <p>With the above mentioned, to me it doesn’t make me feel that Capitec Bank is concerned about my need(s), or satisfaction and also I don’t see this process being in line with their slogan “Simplicity is the ultimate sophistication”, it seems on this one they have it in reverse “Sophistication is the ultimate simplicity” for them, and not the client in question.</p>