Capitec Bank refusing to answer client query emails about why he was not rewarded according to their rewards program.

Introduction Capitec Bank, one of South Africa's leading financial institutions, has built its reputation on accessibility and innovation. However, recent incidents highlight a stark contrast between its advertised commitment to customer satisfaction and its actual service delivery, raising concerns about poor service levels, particularly regarding unresolved complaints and unacknowledged correspondence, even at the highest levels of the organization.

The Complaint Ignored by All A case in point involves myself escalating a service issue to Capitec’s Marketing Executive and the CEO, only to be met with silence. Despite providing detailed correspondence, including documented evidence, neither party acknowledged receipt of the complaint, let alone acted to resolve the matter. * Initial Issue: Emails sent FROM THE BRANCH to customer service regarding not being rewarded according to their live better rewards program were ignored, receiving no responses. * Escalation Attempts: Frustrated, I escalated the matter directly to senior management, expecting at least an acknowledgment of the grievance. Unfortunately, these efforts proved futile, reflecting a troubling pattern of indifference.

A Pattern of Poor Service This incident is not isolated. Many customers have taken to social media and consumer complaint platforms to share similar experiences: My previous service level issues. Lack of Responsiveness: * 1. No contact from the bank when stopping my account on previous occasions, unable to access my funds and no correspondence from the bank. * 2. Failure to Escalate Effectively: * When I asked for the department head to contact me, contact was never made, I was totally ignored. On 2 previous occasions I have logged into my account only to find my account missing, without a call from the bank, no explanation, they give a damn, I could have been out shopping only to be embarrassed, I could have been hosting people only to be embarrassed when making payment, but they don’t care.

UNFORTUNATELY FOR MY CURRENT COMPLAINT THE BANK HAS NOT EVEN ISSUED A REFERENCE NUMBER FOR MY COMPLAINT, THIS IS TOTALLY UNACCEPTABLE