Capitec Experience 2018

Hellopeter.com On Sunday, 09 December 2018 around 08h00 I went to Caltex Garage on Main Reef Road in Brakpan to get a cup of coffee and petrol. Because there was cash vehicle outside, I went straight into the shop to ask the cashier if the process is going to take long. The cashier told me that the money guys have not been inside the shop so I can use the machine. I had no cash with me so I decided to withdraw money from the Absa Express machine inside the convenient shop. To my surprise, one of the note was torn but it was between the other notes, so it came out torn from the machine. The machine did not dispense a statement, so I went to the cashier to explain the situation with the torn note and explain to her that I wanted to get petrol and coffee but I would like her to exchange the note since she saw me withdrawing the money from the machine. She called her manager to assist me but the manager on duty told me that it was not possible for them to take the note because the machine does not belong to the garage it was an Absa Machine so I have to take the matter with them. The cashier took the torn note to the cash guys to try and exchange it and they told her that they were not there to load the machine, so I must go to the bank to exchange the note. Seeing that I was not winning with the garage staff, I called the number, which was on the machine ( ********** 444) for assistance and the operator wanted to know my bankcard that I was using and transferred me to Capitec. I explained my situation to Capitec operator (Nobelungu Gamede) on the phone and after 12 minutes 15 seconds, she gave me a reference number ( ********** ) for my call and told me that I must go to a Capitec Bank with the torn note to exchange it. Since it was Sunday morning I told myself that I will do it on Monday since I have to go inside the Capitec brach for assistance. On Monday, 10 December I went to Capitec Branch at Corner President and Jack Street in Germiston to resolve my issue with the torn R100 note. I explained to the reception my reason for the visit and gave me a number to see a consultant. I was called to counter 3 operated by Mathabo Maboka and explained my reason for the visit and gave her the reference number issued by Nobelungu for easy reference. She went for consultation to somebody in the bank and came back on the phone with somebody. I was already 15 minutes in the bank as she was consulting with whoever and later told me that the reference I gave her was invalid because it was referring to other business not about the torn R100 note and beside that I was supposed to attend this issue within 48 hours after it happened, since the time has lapsed they cannot help. I disagreed with the invalid reference number and showed her the email that came from client services asking me to rate Nobelungu Gamede’s service because of my call on Sunday. Only then she went back to her supervisor for further consultation and came back to tell me that she was going to write email to their operation division for assistance with the case. She took my contact numbers in case they need to contact me and they gave my torn R100 note back to wait for their call. I find all the run around that I was subjected to being unprofessional from the institution that prides itself to be the bank that looks after the interest of their clients. I would like to request you to assist me in resolving this issue of exchanging a R100 torn note with the normal hundred rand note that I can use to pay for my purchase without explaining myself for two days.