AS
Adrian S
1 reviews | Active since Jul 2020
01 Jul 2023, 19:39
Capitec: General Power of Attorney - they don't know to what department to send it to
Everything time I have to deal with Capitec Bank, I take headache tablets and something to keep me calm.
Your business processes are pathetic. Bankers and back-office agents aren't even in agreement/aligned with each other, or even better, neither of them knows what to do, so, I am on the phone for an ±1-hour while at a branch in front of the banker also phoning and being transferred, and transferred, and transferred, but to no avail.
Recent Incident: My mother's debit card was lost on the 28th/29th. She called to cancel/shred the card. This was done. No Incident Number was provided by the agent, we are not responsible for the agent to do the job they are trained to do.
My mother is bedridden with advanced Multiple Sclerosis. She cannot get out of bed. So, the agent advised us to acquire a General Power of Attorney document. So we had our lawyer draft it and it was ratified. Per the advise if the call center agent, I went to a branch, and go into this branch with this legal document and FICA documents of the account holder, my mother, and the select agent for Power of Attorney.
The banker had no idea what to do and kept phoning the helpline. I started phoning the helpline and finally, the banker and I received some sort of answer to send the General Power of Attorney to ***.
In the meantime, she cannot pay for subscription services loaded on her card. Her keychain's battery is also flat, guess what, we need to go into a branch (very old and extremely antiquated compared to other top five banks I was/am contracted to.) Banks are moving to digital transformation. Bank Zero, Thyme Bank, Nedbank, FRB and Standard Banks are CLOSING branches because of their powerful feature-rich and self-servicing capabilities within their respective Apps. But Capitec's #1 answer to anything is "come into a branch". Ever heard of voice biometrics? Guess not.
Bottomline: My mother does not have mobile banking active to run USSD codes. She does not have the Banking App (because you need to go into a BRANCH TO ACTIVE IT!?), cannot log in via the website because the ancient 2FA token/keyring's battery is flat, and can't do anything using the WhatsApp service.
The General Power of Attorney has been to submit to the email address ***, assuming it is the correct email address to send sensitive documents to?
The Power of Attorney needs to be accepted by Capitec to allow the selected agent on her behalf to get a new debit card from the branch. Have the banking App installed on her phone. Have the mobile App generate the 2FA to log into the Web Portal to allow her. Manage her retirement investments and much-needed money for her health insurance and medications, and additional medical expenses.
Please escalate this. Figure out what department to escalate it to. After this struggle, we are looking to move to FNB or Nedbank purely due to the slow pace and lack of business process/procedure/Way of Working/competence. This issue is directly blocking her from paying medical expenses.
Helpful (0)
Replies (10)0
Replies (10)
Capitec Bank's replyOfficial
02 Jul 2023, 10:35Good day Adrian
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards
Capitec Bank
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards
Capitec Bank
Capitec Bank's reply02 Jul 2023, 10:35
Official
Good day Adrian
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards
Capitec Bank
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards
Capitec Bank
AS
Adrian S's updateReviewer Update
03 Jul 2023, 12:44It is now 12H43, half a business day has passed. When will this "official who will contact you within the next business day." you responded in private, actually contact us?
AS
Adrian S's update03 Jul 2023, 12:44
Reviewer Update
It is now 12H43, half a business day has passed. When will this "official who will contact you within the next business day." you responded in private, actually contact us?
Capitec Bank's replyOfficial
03 Jul 2023, 14:36Good day Adrian
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards
Capitec Bank
Capitec Bank's reply03 Jul 2023, 14:36
Official
Good day Adrian
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards
Capitec Bank
AS
Adrian S's updateReviewer Update
03 Jul 2023, 14:40Exact same statement you made on the 2nd of July. Very generic. When will the "designated official" call? Surely you have dealt with General Power of Attorney before? Don't know what is to investigate - speak to your Legal Department?
AS
Adrian S's update03 Jul 2023, 14:40
Reviewer Update
Exact same statement you made on the 2nd of July. Very generic. When will the "designated official" call? Surely you have dealt with General Power of Attorney before? Don't know what is to investigate - speak to your Legal Department?
AS
Adrian S's updateReviewer Update
04 Jul 2023, 20:45For the public interested when it comes to dealing with Power of Attorney at Capitec - they have no clue. We have been promised since the 2nd of July a special selected Capitec employee will "investigate" this "matter" on Monday the 3rd to assist as soon as possible, not much to investigate with a standard routine General Power of Attorney, which I cannot and do not believe you have dealt with before. When no call was received, they rep**** with the exact same generic message a really special employee has been selected and will contact us today. No call. The starting point of your investigation would be to call the CLIENT requesting Power of Attorney, if I can give you a bit if business process advise... Can we telephonically cancel all products with you and have the monies transferred to FNB, can that be done? Surely you can authenticate the client when phoning? Or do they need to submit a chopped off thumb to scan before continuing? We want to change banks. Do it. Call the CLIENT, my Mother, just do it!
AS
Adrian S's update04 Jul 2023, 20:45
Reviewer Update
For the public interested when it comes to dealing with Power of Attorney at Capitec - they have no clue. We have been promised since the 2nd of July a special selected Capitec employee will "investigate" this "matter" on Monday the 3rd to assist as soon as possible, not much to investigate with a standard routine General Power of Attorney, which I cannot and do not believe you have dealt with before. When no call was received, they rep**** with the exact same generic message a really special employee has been selected and will contact us today. No call. The starting point of your investigation would be to call the CLIENT requesting Power of Attorney, if I can give you a bit if business process advise... Can we telephonically cancel all products with you and have the monies transferred to FNB, can that be done? Surely you can authenticate the client when phoning? Or do they need to submit a chopped off thumb to scan before continuing? We want to change banks. Do it. Call the CLIENT, my Mother, just do it!
AS
Adrian S's updateReviewer Update
04 Jul 2023, 21:41Also, the client, my Mother, received this email: "My name is Tarryn, I will be investigating your Remote Banking App service request and aim to resolve this for you by 07/07/2023". Investigate the "Remote Banking App"??? This entire thread is about GENERAL POWER OF ATTORNEY. Once again, contact a legal expert within your company to assist. We most definitely want to proceed with moving from Capitec-bank to FNB as soon as possible, my Mother has already opened an account with them. So, get things sorted so we can move her monies ASAP.
AS
Adrian S's update04 Jul 2023, 21:41
Reviewer Update
Also, the client, my Mother, received this email: "My name is Tarryn, I will be investigating your Remote Banking App service request and aim to resolve this for you by 07/07/2023". Investigate the "Remote Banking App"??? This entire thread is about GENERAL POWER OF ATTORNEY. Once again, contact a legal expert within your company to assist. We most definitely want to proceed with moving from Capitec-bank to FNB as soon as possible, my Mother has already opened an account with them. So, get things sorted so we can move her monies ASAP.
AS
Adrian S's updateReviewer Update
07 Jul 2023, 13:37Capitec, and their Complaints Division (strange, I thought General Power of Attorney is a legal matter?) have no idea what is happening, what to do, what are the business rules, what are the business process is, who to speak to, how to resolve this, a "Specialist" (in what?) has been assigned to "look into" this matter. Again, say it with me now, out loud while you read this Capitec: This is a request for General Power of Attorney that the Legal division of our company needs to approve. Not "investigate", there is nothing to investigate, you're using the clever trick of being misleading by saying you're "investigating" but you barely made any contact with the client to confirm anything. If you need legal assistance to explain General Power of Attorney, we offer our lawyers' help. Or you can phone SARB's helpline for them to explain the General Power of Attorney. To the public, I am most likely going to receive the same generic response they have given twice in a row. I strongly encourage you, if you have elderly parents or family, family members that suffer from severe illness and/or disabilities that prevents them from going into a branch, to move to the top banks, Nedbank, FNB, ABSA and Standard Bank South Africa. I've worked for these banks, I've made contact with colleagues, and associates within these banks, and they have a very clear understanding of what General Power of Attorney means.
AS
Adrian S's update07 Jul 2023, 13:37
Reviewer Update
Capitec, and their Complaints Division (strange, I thought General Power of Attorney is a legal matter?) have no idea what is happening, what to do, what are the business rules, what are the business process is, who to speak to, how to resolve this, a "Specialist" (in what?) has been assigned to "look into" this matter. Again, say it with me now, out loud while you read this Capitec: This is a request for General Power of Attorney that the Legal division of our company needs to approve. Not "investigate", there is nothing to investigate, you're using the clever trick of being misleading by saying you're "investigating" but you barely made any contact with the client to confirm anything. If you need legal assistance to explain General Power of Attorney, we offer our lawyers' help. Or you can phone SARB's helpline for them to explain the General Power of Attorney. To the public, I am most likely going to receive the same generic response they have given twice in a row. I strongly encourage you, if you have elderly parents or family, family members that suffer from severe illness and/or disabilities that prevents them from going into a branch, to move to the top banks, Nedbank, FNB, ABSA and Standard Bank South Africa. I've worked for these banks, I've made contact with colleagues, and associates within these banks, and they have a very clear understanding of what General Power of Attorney means.
AS
Adrian S's updateReviewer Update
09 Jul 2023, 13:54To the public: Today we received, this time not via email nor Hellopeter, or both, never yet even an actual telephone call, but an SMS Text stating (take a guess!): "Capitec Bank: Good day Client. Kindly be advised that we are still busy investigating your complaint, Incident# 107******. We will contact you as soon as feedback is available. Kind regards, Tarryn." If you guessed they are still "investigating", congratulations 🎊 you won a free account with Capitec forever! Good luck and may the universe have mercy on your soul 😔 Back-office agents are trained, and provided with scripts on how to respond. As I said earlier, I am no stranger to the inner workings of juristic banking(CIB, RRB, Medical etc) and individual banking (transactional products, loan products, credit products etc.). "Investigating" is used to stall or either day "we have no idea what we are doing. We are contacting Business Architects, Business Analysts, Product Owners, different Departments Heads, and Subject Matter Experts, would not be surprised if they are even talking to developers/technical engineers and Scrum Masters" giving the pretence they/Tarryn know what to do and are active both proactively and reactively working on finding out what to do... meanwhile, not so much. South African Reserve Bank will give basic business rules and guidelines, the applicable laws etc. I still DO NOT UNDERSTAND why you would not IMMEDIATELY make contact with your LEGAL Department/Division/Business Unit, or don't you have one? My offer stands, I will be happy to provide lawyer services to you to explain General Power of Attorney.
AS
Adrian S's update09 Jul 2023, 13:54
Reviewer Update
To the public: Today we received, this time not via email nor Hellopeter, or both, never yet even an actual telephone call, but an SMS Text stating (take a guess!): "Capitec Bank: Good day Client. Kindly be advised that we are still busy investigating your complaint, Incident# 107******. We will contact you as soon as feedback is available. Kind regards, Tarryn." If you guessed they are still "investigating", congratulations 🎊 you won a free account with Capitec forever! Good luck and may the universe have mercy on your soul 😔 Back-office agents are trained, and provided with scripts on how to respond. As I said earlier, I am no stranger to the inner workings of juristic banking(CIB, RRB, Medical etc) and individual banking (transactional products, loan products, credit products etc.). "Investigating" is used to stall or either day "we have no idea what we are doing. We are contacting Business Architects, Business Analysts, Product Owners, different Departments Heads, and Subject Matter Experts, would not be surprised if they are even talking to developers/technical engineers and Scrum Masters" giving the pretence they/Tarryn know what to do and are active both proactively and reactively working on finding out what to do... meanwhile, not so much. South African Reserve Bank will give basic business rules and guidelines, the applicable laws etc. I still DO NOT UNDERSTAND why you would not IMMEDIATELY make contact with your LEGAL Department/Division/Business Unit, or don't you have one? My offer stands, I will be happy to provide lawyer services to you to explain General Power of Attorney.
AS
Adrian S's updateReviewer Update
09 Jul 2023, 14:13Some help - MoneyWeb: "https://www.moneyweb.co.za/financial-advisor-views/what-does-a-power-of-attorney-over-your-financial-affairs-entail/". ABSA: "https://www.absainvestments.co.za/wealth-and-investment-management/e-docs/linked-investments/prod-app-forms/ABSA%205254%20EX.pdf". Nedbank: "https://www.nedgroupinvestments.co.za/content/dam/NGISingleSiteContent/pdfs/FP-forms/otherforms/Special%20Power%20of%20Attorney.pdf". Attorneys: "https://www.burgerhuyserattorneys.co.za/power-of-attorney-in-south-africa/". Go bonkers.
AS
Adrian S's update09 Jul 2023, 14:13
Reviewer Update
Some help - MoneyWeb: "https://www.moneyweb.co.za/financial-advisor-views/what-does-a-power-of-attorney-over-your-financial-affairs-entail/". ABSA: "https://www.absainvestments.co.za/wealth-and-investment-management/e-docs/linked-investments/prod-app-forms/ABSA%205254%20EX.pdf". Nedbank: "https://www.nedgroupinvestments.co.za/content/dam/NGISingleSiteContent/pdfs/FP-forms/otherforms/Special%20Power%20of%20Attorney.pdf". Attorneys: "https://www.burgerhuyserattorneys.co.za/power-of-attorney-in-south-africa/". Go bonkers.
AS
Adrian S's updateReviewer Update
09 Jul 2023, 14:30Here is another suggestion: Problem statement: The client is immobilised and bedridden due to being a quadriplegic. A possible interim business process: 1. Call the client to arrange a date and time for a banker to do a home visit. 2. The banker is onsite at the client's residence and can perform identity verification and request the required documents. 3. The Power of Attorney is signed in front of the banker, the client and the chosen individual being granted Power of Attorney with witnesses (the banker being a witness self). 4. Submit documents for processing to the Legal Business Unit. 5. Parallel to #4, replace the client's lost card and send it using a service such as CCD, unless the Power of Attorney was ratified/approved and the chosen individual may collect the replacement card on the client's behalf at the client's preferred branch. 6. Parallel to #3 and #4.1 the client is granted access to mobile banking using USSD codes 4.2 the client is granted access to the Capitec Banking Mobile App 4.3 to receive the 2FA (two-factor authentication) 4.4 to allow the client to log into Capitec Bank's web portal.
AS
Adrian S's update09 Jul 2023, 14:30
Reviewer Update
Here is another suggestion: Problem statement: The client is immobilised and bedridden due to being a quadriplegic. A possible interim business process: 1. Call the client to arrange a date and time for a banker to do a home visit. 2. The banker is onsite at the client's residence and can perform identity verification and request the required documents. 3. The Power of Attorney is signed in front of the banker, the client and the chosen individual being granted Power of Attorney with witnesses (the banker being a witness self). 4. Submit documents for processing to the Legal Business Unit. 5. Parallel to #4, replace the client's lost card and send it using a service such as CCD, unless the Power of Attorney was ratified/approved and the chosen individual may collect the replacement card on the client's behalf at the client's preferred branch. 6. Parallel to #3 and #4.1 the client is granted access to mobile banking using USSD codes 4.2 the client is granted access to the Capitec Banking Mobile App 4.3 to receive the 2FA (two-factor authentication) 4.4 to allow the client to log into Capitec Bank's web portal.