Capitec bank service disaster

I am bitterly disappointed about how Capitec bank handled our enquiry.

It was last week Wednesday 20/02/2019, when she was making a mobile banking transfer of R800 and missed last number of the cell number she was transferring to. After the transfer we immediately find out that she missed the last number and we called client care immediately and explained the situation. They checked and confirmed that the money went to the wrong account and fortunately it was not yet withdrawn, the lady explained that she is going to freeze the amount on the client's account and call the client to explain the situation. They will contact my mother after two days with the feedback from the client. My mother's name is Mrs DG Sebigi. Turn around time expired Friday 22/02/2019 and we waited and waited until today my mother decided to go to the nearest branch from the village where we are staying. We were given ref no: ********** 8 last week when they promise her that money will be reversed back to her account within 2 days. Surprisingly today another incident number was provided Ref no: ********** 0 and they informed her to go to police station to open a case because the client refuse to transfer the money back.

Now the mother is confused that she must open the case against who, she must have all the trouble of opening the case against the ghost.

We feel that the bank failed us. They fail to provide feedback timely. If my mother have not gone to the bank today, I wonder when was she going to be informed about the police and cases. I wonder if the bank is having a machanism of complaint resolutions. If they introduced mobile banking did they cater for finger errors if now the client must go through the trouble of opening cases that they don't know that they will get their back or how.

When are called client care today the lady that I spoke to didn't even want to understand that I am calling on behalf of my illeterate mother, I called with the 1st ref number but she didn't give a damn. She wanted to talk to her not me. If I asked her why didn't they call her she explained a long story of inbounds calls, she is unable to call clients.

I am disappointed.