Bad service from Capitec Piketberg Branch

Good day

I am employed at a car dealership and one of our clients walked into the Piketberg Branch in order to do the transfer of funds into our business banking account for a vehicle that was purchased.

However, he was "talked out of" doing the transfer by the consultant who refused to give her name once questioned about why the transfer should not be done.

Firstly, Capitec consultants have not undergone training to be financial advisors, hence I do not see the necessity for the Capitec consultant to offer financial advise to my client.

Secondly, the client is already in possession of the vehicle which he purchased and he was awaiting the funds to become available. With full knowledge of the purchase price of the vehicle.

I am aware of the conversation which the consultant had with the client as I was on the other side of the line whilst he was sitting with the consultant. She advised him not to do the transfer for the vehicle, without having the proper knowledge of the deal. She advised him that the price which he is paying for the vehicle is too much and I stress she has no knowledge of the deal and what the conditions are.

I spoke to Cynthia Van Korkdoom, who was the manager at the time, and I was told when asked for the Head Office number, that nobody would listen to me. I asked for the consultants name and the phone was disconnected in my ear. She also told me that I, as the dealership, should have explained to the consultant the reason for the transfer, which I feel is no business of Capitec, as the client wasn't in the branch for a financial advisor but just to do a transfer.

No consultant should get involved or question the dealings of their clients as, this is personal information, which is of no concern to the consultant, as they are not financial advisors. The client accepted the vehicle with the agreed upon purchase price under no duress by the dealership, knowing full well what his financial obligations would be. However, he enters the aforementioned Capitec Branch to be harassed and coaxed into not paying for a vehicle which he already is in possession of.

I was also asked what the structures of our vehicle deals are, which to me, is of no business to the consultant or the manager, as the client did not apply for vehicle finance but for a personal loan, which is exactly that, personal. This call was received also from one of the consultants at the branch who refused to give their name.

So, would you now please advise me, who will no pay for this vehicle? Who will be doing the transfer?

Also, this branch has consultants and an acting manager who has no telephone etiquette. They are blatantly rude and non co-operative and they DO NOT listen to anyone but themselves. They do not take the chance to understand what you are saying, it's as if you are speaking a foreign language, which they do not understand. They do not understand the concept of customer service.

I bank with Capitec myself and I will definitely be taking my business elsewhere because you do not possess any business ethics. I will NEVER advise or refer anyone to bank with Capitec and I shall advise our fellow employees to steer clear of Capitec Bank Piketberg because of the terrible service. I suggest that Regional managers address this with the staff as they are clearly not equipped to dealing with clients and what client service is or should be. I can go into any one of the major banks and when applying for a personal loan, my clients are not interrogated as to why they want a loan or why and to whom they want to transfer money.

Also be advised that the client was not even made the offer by Capitec, it was money that was paid into his bank account by another financial institution, as Capitec refused to give him an offer and then the consultants goes and says no he shouldn't make a transfer. Where do these consultants have a right to advise their clients not do make transfers if the money does not belong to Capitec and this client came in ONLY to do the transfer. Nothing else, as per my and his telecon yesterday.

Kindly contact my manager (details below) for further details regarding this matter, as he too received a rude and abrupt call from Cynthia Van Korkdoom.

Manager Rushion Serelina ********** **********

Sales Consultant Junaid Dantu **********

Regards JD