Capitec Bad Service

Good day

Hope this email finds you well.

I would like to lodge a formal complaint not only for what has transpired but the level of service I have received from your client service representative’s as well as one of the manager’s too by the name of Lindiwe. Reference no. ***8 and ***8.

On the 25/11/2020 I went to one of your sparky atm’s where I requested to withdraw a R2 000 only to receive R1600 (8*R200 notes). Minutes later I went into the branch at Delft mall to advise them what has happened and they called the call centre and was advised that I would be refunded within 7 Days. The time standard of 7 days has passed and no communication was made whatsoever from Capitec’s side.

I called the call Centre numerous times. On Monday 31/11/2020 I called and was advised that the case was being investigated by the BSC department and I should get feedback soonest, if however I did not get any feedback by Wednesday the 02/12/2020 I should make contact again. No feedback was received. I called again, only the be advised that the case is with someone that Is on leave until Friday 04/12/2020. I was then informed by the lady I spoke to she was going to send an email to the department for them to attend soonest.

Lo and behold no communication has been made. I called on Friday and was advised again that they are going to send an email to the BSC department and nothing came of this either. I am starting to wonder if the emails was even sent in the first place.

On Monday 07/12/2020 I called in again and was told I should wait for the BSC department to get back to me. I did not want to accept this and asked to speak to a manager. I was advised by the manager by the name of Lindiwe that she will escalate it and will give me a call back and this has never happened. I then decided to go into a branch because I NEED MY MONEY and by now I have lost all faith and trust in Capitec already.

The lady that I spoke to at the branch made a few calls and was told that I am not getting a refund as the full amount was dispensed and they have no errors on their side.

My question(s) is:

1. Why would I waste my time going into a branch minutes after I have withdrawn the money and this is all in my working hours?

2. Why could no one in your call centre advise me on what’s happening?

3. Why did I not get the call back from the manager as promised? Because now it looks to me as if your company is over promising and under delivering.

I’m even considering changing banks if MY MONEY is not refunded. The money that I worked for because I didn’t not get the full amount.

If no response is received by Friday 11 Dec 2020 at 12pm, then I will be escalating this matter further. I will not be wasting more of my time phoning into your branch or call centre, I will take it to higher level.

The above email I sent through to supposedly Capitec complaints department. Up until today I have not received my money bank or even the courtesy of a call. I'm extremely furious with my experience not only at the atm but with the level of service I have received. I have now lost a R400 and Capitec is just not bothered whatsoever.