Capitec is definately not simplified banking

Kindly refer to the below complaint for lack of response /assistance and feedback on a query that has taken now over 3 months to resolve.

My father passed in November 2020, money was sent from my account to his and we were advised on the process to close his account and have been to the bank on 2 separate occasions and then even attempted to call for assistance once again to no avail.

This is a sensitive matter and has not been dealt as such. Today yet again me and my mother (who submitted all the documents on the 8/10/2021) was once again told that the documents were successfully acknowledged but was not yet processed by the Deseased Estate Department.

I was assisted by Mashin and at the Table View Branch managed by Roelene who was helpless and unable to provide actual feedback, merely advising that by now the account should have been closed and that now the case will have to be logged as an escalation (yet another process)

It is dissapointing, time wasting and incensitive to say the least that my mother and myself are expected to come to the bank in reference to this subject on multiple attempts when the bank has made not 1 attempt to call either of us after all our effort.

The original visit we were advised that the SLA for this type of query was 3 working days and over a month ago we were told it is 19 working days (which can obviously be seen has all lapsed with extra days).

I will also be attaching this complaint on Hello Peter as I am extremely dissapointed in this lack of assistance from a bank my entire family banks with.

I expect a speedy response (as per the website and pamphlet i should receive assiatanec within 24hrs) as I have already recorded all the relevant info to submit to the ombudsman as it appears Capites Bank has lacked to keep up its end of the deal.