Capitec should just close

4th complaint in 2 weeks with capitec promising to get in touch within one business day however no contact was made. No problem thrives at capitec. Here is a response from the ombudsman as I have taken my case further.

Your ref:

Our ref: For[***]

Dear Mr Malek,

YOUR COMPLAINT AGAINST Capitec Bank Ltd

We received your Application for Assistance form and opened a file on 15 August 2022.

We have referred your complaint to your Bank for its response (even if the bank already responded to your complaint previously we send it to them again as we may need more clarification or have specified issues the bank did not consider in its initial response to you). The Bank has 15 working days (3 weeks) to either resolve your complaint directly with you or to provide a written report to us. To this end a bank official may possibly contact you to discuss your complaint. Should you be contacted please co-operate with your bank with the view to successfully resolving your complaint.

Should you reach a settlement with your bank, please inform us without delay. The bank usually uses a Letter of Settlement to record the terms of any settlement reached.

Should the bank not resolve your complaint within the stipulated 3 weeks, it will furnish us with a report to that effect. Depending on the complexity of the dispute the bank may request an extension to provide us with a response.

After receiving the bank’s response, we assess the evidence to determine whether we need to investigate further or whether we are unable to assist. The file is then allocated to an adjudicator to either start the investigation process or prepare an assessment report for you which sets out why we are unable to assist you. The OBS will strive to ensure that you hear from the adjudicator assigned to your case within 30 working days after lodging the complaint. You will be granted an opportunity to make submissions throughout the process.

The process of evaluating or investigating your complaint may take some time depending on its complexity and other factors. The majority of files are closed within approximately two months after we have opened a file but some may take much longer. The OBS will strive to inform you in writing of the progress of your complaint every 15 working days while it is being investigated. Please do not phone staff members to determine the progress – rather write to us if necessary.

We will keep you informed of progress made and will advise you in writing of the outcome of the process.

Yours faithfully

Barry Hlabangana

Call Centre Agent

+***1

***

For: Ombudsman for Banking Services

(Please contact us if you need the contents of this letter explained to you in an indigenous language)