Capitec poor service

M currently experiencing a bad service from Capitec Bank. On Monday 30/08/2019 I made an electricity purchase if R150 via my Capitec cellphone banking. I mistakenly entered a wrong meter number. Upon realising things when I tried to enter the units that was disbursed to me by the services provider. I immediately alerted Capitec to this problem asking to pls assist assist me in resolving the problems.

I was surprised when the consultant over the phone told me they can not help me and that I had to City of Tshwane for them to help resolve the problem. The next I called the City of Tshwane trying to resolve this matter but to my suprise they sent me back to Capitec saying there is no way they can help me as Capitec is the one who must assist me. I called Capitec again to explain that City of Tshwane said that they can not help but Capitec is the one to help me not them. I even requested to speak to a senior consultant who told me they still cannot help me resolve my problem. I even suggests to the lady to pls speak to the people at Tshwane whi she promised to do but up to today she still hasn't given me any updates or correspondences.

Today I went to Capitec to trace the wrong meter so that they can assist. The wrong meter number was not appearing on my bank statement. The consultant made a call to Head Office trying to resolve the matter. I waited there for more that 45 minutes while the lady was on the phone trying to find a solution to this. I was told again I could not be helped and that they could only escalate the matter and it will take 14 business days and m not guaranteed that I would be assisted to my satisfaction. I could also lose the money that I bought the electricity with.

How could an financial institutions like Capitec be unable to have a mechanism in place to solve such problems. How ciykd them as a service provider allow a situation where me as their costumer to be sent from pillars to post like thos. M now spending more money on transport and calls just to resolve this problems. IS THIS HOW CAPITEC BANK SHOULD TREAT THIER CLIENTS BECAUSE NOW THEY HAVE ACQUIRED MORE CLIENT.