Capitec Bank not reacting to a request for information

I have not received any feedback from Capitec Bank regarding an enquiry that was made on the 26th of March 2024. This is a very disappointing level of service.

On the 26th March 2024 an email was sent to ***. Clarification regarding "Court letter instructing us to provide a certificate of balance" being a document required for the issueing of a certificate of balance for the bank account of a deceased Capitec Bank account holder was requested.

Acknowledgement of receipt from Capitec Bank stated that the incident number is ***. No further communication from Capitec Bank was received.

So, following the Capitec Bank web site regarding complaints, I sent an email on the 8th April 2024, to ***, quoting the incident number. No acknowledgement of receipt was received. Further, I was not contacted within 24 hours regarding the progress of the complaint and nothing regarding the promised timeline within which Capitec Bank will aim to resolve the complaint materialised.

This experience of Capitec Bank service is certainly not in line of what I have been used to date and is realy very disappointing. I hope that I can get this matter resolved as soon as possible.