Capitec can’t trace ARN numbers

Hi

I’m so frustrated by the lack of help I’m getting from Capitec as a loyal customer for more than 15 years.

My forex broker sent me some funds in May and for some reason they did not reflect on my Capitec account as they usually do.

So I went back to my broker and they provided me an ARN number which I would need to provide to Capitec and they’d be able to trace the funds using the ARN.

I called Capitec client care and they put me through to their forex department. The forex department had no clue what an ARN number was and directed me back to client care, which also had no clue what an ARN number was.

I went back to my broker to let them know that Capitec cannot trace transactions using ARN numbers, so they requested that I provide a formal statement from Capitec stating that they cannot trace the funds.

To my surprise, when I requested the formal statement from Capitec, I was advised that they cannot provide me such a document.

Now how am I supposed to trust an institution with my money when they can’t trace transactions or provide any solutions. Their agents simply told me they cannot assist in any way, even after escalating the matter.

I’m so disappointed with Capitec and seriously considering switching banks.