Capitec messes up again

A hold has been placed on my flexible savings account because of a transfer I did on Friday (07 June 2024).

***** Monitoring called me on Friday on verify that I had made the transfer and I did verify that. Despite this, they put a hold on my account without informing me that they would do so.

When I realised that something was wrong with my account, I contacted the WhatsApp customer care line and I was told to go to the branch to verify my identity.

I went to the branch on Saturday (08 June 2024) and explained the situation to the agent at the branch. She checked my ID and my fingerprints, then she called someone and told them that she had verified my identity, as requested by the agent on the WhatsApp line.

She was told to send an email to the ***** Monitoring department to let them know; and she did this while I was at the branch. In the email, she stated the incident number, and that she had verified my ID by checking my ID card and my fingerprints.

Despite all this, there is still a hold on my account today (10 June 2024).

I contacted the WhatsApp customer care line again and I was told that the branch needed to send an email to ***** Monitoring to state that they had verified my identity.

I told the agent that this had already been done, and she said the incident had not been updated, so I needed to go back to the branch to ask them to send the email. How ridiculous is this?

She said she can’t call or email, so there’s no way she can help me. I asked her to escalate to her supervisor, and she told me the person was in a meeting, so I had to contact the WhatsApp customer care line in an hour. Why must I do that? Why doesn’t the supervisor contact me? I have provided all the details necessary, I have verified my identity 4 times, and Capitec has my number to contact me with the feedback I need. So why should I contact the WhatsApp line again?

I have verified my identity on the phone call on Friday, then on WhatsApp, then at the branch, then again on WhatsApp this morning – yet that is not good enough and I must waste more of my time by going to the branch.

The details of the person who helped me at the branch were provided to the agent on WhatsApp this morning. Kindly contact her to get the information you need and get ***** Monitoring to remove the hold on my account.