Capitec disregards their loyal clients.

I am writing this with a heavy heart and immense frustration, seeking urgent assistance regarding a recent and deeply distressing issue I have encountered with my access facility with Capitec bank.

On logging into my account, I was absolutely shocked to see that my access facility balance was reduced to zero. Prior to this, I had deposited a bigger amount than usual into my access account, R6000 of which was a Christmas bonus I had received and still had it in the access facility. I deposited these funds into the account, fully expecting to be able to access them when and if I needed it. However, when I attempted to access these funds, I discovered that my access facility had been drastically reduced without any prior notification, explanation, or warning.

I immediately reached out to your agents for assistance, and I was promised that I would be contacted by Pumie, a manager. Pumie promised to call me back by 12.30 on the 06th of Jan 2025 However, despite my desperate attempts to resolve this, I never received a call back. I am left in a state of confusion and distress, without the funds I desperately need.

This situation has caused significant personal hardship. I urgently needed to purchase chronic medication for my mother and assist my father with the transport costs to apply for his SASSA grant. Instead of receiving the help I needed, I have been left feeling helpless and abandoned by Capitec, a bank I have trusted and been loyal to for years.

If the decision was made to decrease my access facility amount, it is absolutely vital that clients are notified in advance, and that proper arrangements are made to ensure that we can still access our funds, or at the very least, make payments to address any financial shortfall. The lack of communication and the failure to assist me has been not only unprofessional, but has left me in an extremely vulnerable position.

I feel ****** of my livelihood, and the treatment I have received has been nothing short of appalling. I have been a loyal client, yet I am now left feeling as though I have been treated with complete disregard. I sincerely hope that the agents and all those involved in this matter will find themselves in a position where they are able to understand the importance of empathy and responsible customer service, especially in times of genuine need.

I am deeply disturbed and stressed by this entire experience, and I implore you to address this matter as soon as possible. My trust in Capitec has been shattered, and I hope that you will take immediate corrective measures to prevent any further distress for myself and any other clients who may be in similar situations.

Thank you for your attention to this urgent issue. I look forward to your prompt response and resolution.

Sincerely, ***