Bitterly Disappointed

I moved over to a new Samsung Galaxy S21 Ultra in January. Since then, I have been unable to add my Capitec cards to Samsung Wallet. After going through adding the card, and accepting T&Cs, I am presented with an option to text my cell number for verification, when this option is chosen, I never receive an OTP to verify the card. This happens with both physical and virtual cards.

I then called Capitec and they insisted I had to add my card to Google Pay through their app. I was reluctant at first due to security reasons. I then tried to add the card on Google Pay through their app but received an error, “Couldn’t finish card setup for pay contactless”. Since then, it has been very difficult to get this issue escalated.

I have completed the following troubleshooting steps in between lengthy phone calls with Capitec customer care.

1. I have tried to install my Capitec cards on Samsung Wallet and Google Wallet. Neither of these receives a verification code for Capitec. No verification codes arrive on SMS, WhatsApp, Capitec in-app messages.

2. I have tried to add my card through Capitec app to Google Pay, the same error persists. “Couldn’t finish card setup for pay contactless”.

3. I have reverted to my old phone, Samsun Galaxy S10+ where this was last working on my Samsung Wallet, and gone through the above with no success.

4. I have tried this on yet another phone and still had the same result. I do not receive a verification code on Samsung Wallet, Google Wallet, and still not able to add my Capitec cards to Google Pay through the Capitec app.

5. I have visited the Okavango Capitec Branch. I sat with them for an hour. Even the consultants could not add their own cards to these Wallets. They said they would assist me with a workaround but I have not heard back from them.

6. Various times Capitec have said that they have unlinked my card and I should give it 24 hours before trying to add the card again.

7. Capitec Customer Care call agents refuse to escalate the issue. They say they have no one to escalate this to. I cannot get through to a technical person to assist me with this issue.

I have tried the same process with 3 different phones, and installed the latest updates and the latest apps, I cannot add my Capitec cards (physical nor virtual) to Samsung Wallet or Google Wallet as no OTPs are received either by SMS, WhatsApp or in-app notifications. I am not able to add these cards to Google Pay inside the Capitec App.

Here's the kicker, I was able to add my Discovery cards (physical and virtual to all of these apps (except Capitec app) on all the devices easily!

I love Capitec, but they have bitterly disappointed me and caused me untold frustration, and wasted a lot of my time and money on phone calls.

As of yet I am still refused an escalation point at Capitec Customer Care!