Capitec literally risks its clients lives

Capitec is utterly useless. Every promise made by them is either a complete lie, intentionally misleading, or just ignored when it comes time to deliver. I've been waiting for almost 3 years for my "free travel insurance" to be activated for my trip to the US in 2018. I eventually had to buy from a third party because Capitec completely ignored every request related to this - literally have not received a single response. Then I almost got stranded there because there was an accidental deduction and Capitec didn't resolve it at all - I eventually got it resolved myself by dealing directly with the organization that made the accidental deduction. Turns out the "24/7" customer service promise "forgets" to mention that the service consultants working at night only have limited access and cannot actually do anything - they're basically just there to make notes for the day staff. I specifically inquired about this before my trip to make sure the time difference wouldn't be an issue if there was a problem and I was assured that I would be FULLY assisted regardless of the time of day. Then I had an incident during the rioting chaos where my credit card was compromised by a ****. As soon as I realized (within about 10min of it happening), I called in to have my card stopped. I explained to the consultant that I did not wish to cancel it that day unless a new card could be delivered as I'm immuno-compromised and sitting in extra queues during a global viral pandemic is literally a risk to my life - which is why I've been using my credit card more to buy as much as possible online and minimize my need to put myself in danger by going out excessively. The agent from customer service assured me repeatedly that the new card could be delivered to me at home. I asked her multiple times if she was sure about this as I was previously told this wasn't an option. She said there would be a fee involved, which I stated on record that I accepted, but that it would absolutely be delivered to me if I requested that. After waiting several days for a delivery notification I made contact again and was told that the promise of it being delivered was nonsense. I requested that the recording be listened to so that they could hear what their own agent promised and failed to deliver, and to send me a copy of the recording (which I have the right to request as I'm the client). This has been utterly ignored, despite having requested it numerous times over the past month. The call was made at 13:46 on 12 July 2021. If I do not receive a copy of the recording by 25/08/2021, I will be taking legal action and have the recording subpoenaed. Ignoring me will not make this go away. Then, I eventually had to go into the branch to get the replacement card because of the lies and false promises. The consultant supposed to be assisting me behaved VERY inappropriately - to the extent that he distracted himself from doing his job properly and made a complete mess of everything. He kept asking me personal questions and at first, I thought they were the security questions being worked into casual conversation (some places train their staff to do this as it is supposed to make things more relaxed and pleasant), but they became so invasive that I asked if they were for security and he rep**** "No, I just to know. I'm asking for me." He asked me things like if I live with my parents or a boyfriend or alone, etc. and commenting on my appearance and looking young for my age. It made me extremely uncomfortable. He was so distracted by questioning me like this that he didn't mention the pin for the new card had to be 4 digits and I wanted to change my pin so I chose one with 5 digits. The system then rejected the card and all that time and energy was wasted because it had to be started all over again. He slid the faulty card under his cell phone on the desk and said he was just keeping it there to destroy properly when he was done (I don't know if that is true or correct procedure but I can tell you from a client perspective that I would've felt better seeing it destroyed in front of me to know for sure it had been done). He then began the process again (even longer that I had to risk my health) and as soon as it was done, I practically ran out of the branch just to get away from how anxious it had all made me. I tried to use the card that same day to test it (I always do because I live far from town and only go out once a month) but it didn't work. However, I was receiving text notifications for it so I thought it was at least activated and then I received a text saying the limits had reverted to 0 for the new card and I could update via the app (which I've done plenty of times so I know this well). I didn't actually need it that day so I decided to update the limits at home when I had more time. When I tried to do that, it wouldn't accept any changes, and each time I tried it would give an error and said that a ticket had automatically been submitted. Then my insurance premium bounced when they tried to deduct it (I was unaware at the time that they accepted debit cards so I used my credit card for that). I immediately tried to update the limits again and still received nothing but error messages and was unable to update the limits. I then contacted Capitec to report all this. After a few days I did receive an email response acknowledging that there is a problem with the card, but no information on what the problem is, how to fix it, or anything of actual assistance to me. I asked that it be attended to and resolved urgently as the insurance company would be trying the payment again on 09/08/2021 and I don't want to end up with a bad-payer reputation with them because of Capitec's multiple mistakes. The branch manager from Margate did contact me and sounded sincere in trying to resolve it, however, today she called again (almost 5 days after she said she'd call back within 30 minutes) and said I need to go back into the branch and get yet another card - no explanation for what is wrong with the current card. Apparently, because I didn't personally keep a record of the 30 or so technical tickets that kept flashing up on the app screen while trying to update the limits, they can't find them or investigate or figure out what is wrong. If they acknowledged that they could tell there was a problem with the card, how could they not locate the source? Every word from Capitec now sounds hollow and *********. I don't understand how Capitec thinks it is acceptable to keep risking a client's life, health, and safety by continuously messing up and causing more problems instead of fixing them. I've literally NEVER had an issue with Capitec get resolved by Capitec. Not once. Every time it is either up to me or someone else entirely to sort things out. I don't pay bank fees and interest etc. to have Capitec sit around doing nothing but creating more problems. And I certainly don't accept being made to feel uncomfortable and nervous by inappropriately behaved Capitec staff, nor do I accept being constantly **** to by my bank. This is now just so far beyond what is ok that I'm honestly having trouble believing it is even happening. I made a terrible mistake trusting Capitec and giving them my business. I want a copy of the requested recording and the full amount currently payable on my credit card to close that entirely. I will be moving the rest of my business back to Absa (my daily bank) and closing all Capitec accounts. My sincere advice to anyone considering Capitec is to NOT do it. Don't fall for the promises because they won't honour them. Absolutely shameful how they treat clients.