Capitec not helpful during Covid-19

Capitec Bank not helpful during Covid-19 Crisis

On 23 March 2020 - prior to lockdown- I went in at the Capitec Mosselbay Branch and presented a letter from my employer (Tourism restaurant) stating that they are force to temporarily close due to the Covid-19 for unknown months period and I would need to apply for Covid relief UIF as they are not able to pay our salaries . I asked the consultant that I would like to claim from my Loan and Credit Card credit insurance cover for Temporary Unemployment/unable to earn an income. He advised me that there is no such thing on my loan and they can help with a 'pause' on instalments for a couple of months. He phoned collections and the person in the phone said he will put a note on the system and made me understand that they will be able to assist. I still mentioned that I might be able to pay R500. After speaking to me, he spoke to the consultant who after putting the phone down confirmed they put a cap on my account. I wanted to leave the letter, and he advised me that they don't need it.

I found out later that my UIF has not been approved due to outstanding documents, thus NO income now ; phoned the call centre collection where I had been advised that there is only a note in the systems, nothing was processed and that they expect full payment end of month. I again mentioned my credit insurance and was again advised that in my case its not possible, but they can look into a 'hold'. I was given a personal email address of the consultant because this was 'faster' to send the letter of my employer. I was advise someone will contact me. No one did. I turned to Facebook messenger, where after sending copy of my contract pointing out my credit insurance policy I actually received an apology and some help. Got a email in my inbox from claims for require documents. I send those as requested. I followed up twice with emails. No respond. Today is the 18th April 2020, I ask for assistance since the 23rd March 2020.... Almost a month. What is of most concern - currently - is that I made arrangements for money for groceries and essentials end if month, which will be deposited in my bank account, will Capitec deduct the loan instalment from this? I am at this point furious and very very disappointed at how the Capitec consultants deliberately misled and **** to me with incorrect information and why is no-one assisting me correctly. I also don’t believe that Capitec Bank care for their customers – with this type of attitude during a time of hardship for all South Africans – it makes you think if I still want to stay with your bank.

I am sure complaint management is overloaded with complaints such as these and I do not believe any one will provide me 'feedback' within next couple if days. Very disappointed client