AS
Annelien S

1 reviews | Active since Aug 2014

27 Sept 2017, 06:55

CAPITEC UNWILLING TO CHANGE DEBIT ORDER DATE

And there it happens again... I work for a private company and my salary gets paid via EFT. My employment contract states I get paid on the last day of the month. However my boss try to pay my salary around the 27th or 28th already. I bank with ABSA and my employer banks with FNB with the result that my salary don't reflect in my bank account immediately when paid. Capitec requests the monthly debit order for my loan to be collected on the 27th of each month, sometimes even as early as the 24th, depending on which day the 27th falls. This results in unpaid debit orders from Capitec on my ABSA cheque account. Capitec representatives had phoned me numerous times on the morning of the 27th of the month, claiming that my account is in arrears because of this. (Need I say the 27th is still the 27th till 23:59 the evening of the 27th... Each time I tried to explain to them my situation. Nobody seems to be able to help my to change my debit order date to a later date like the 29th, just to make sure my salary actually reflects when the debit order gets collected. I am so frustrated. Is there anyone in Capitec who can help me? This issue is reflecting negatively on my credit record. I've never skipped a payment. All I requested was for the debit order to get changed to get deducted 2 days later, on the 29th of each month but this seems like an endless battle and in the meantime I look like a bad payer. Not one of my other debit orders bounce back because these companies actually listened to me when I requested for their debit orders to get deducted at the end of the month. It's just Capitec... I must say that I haven't had a good experience with Capitec at all :-(

0
Replies (3)
Capitec Bank
Capitec Bank's reply27 Sept 2017, 13:25
Official

I acknowledge your posting, and have referred it to Donorique Wessels for immediate attention.

Feedback will be provided within 5 working days, and I trust that this situation will be resolved to your satisfaction.

Complaint Management

Capitec Bank

Capitec Bank
Capitec Bank's reply04 Oct 2017, 09:04
Official

Hi Annelien

Thank you for bringing your matter to our attention.

As per our telephonic discussion, your matter has been resolved and service experience addressed in closure of matter.

Kind regards

Donorique

AS
Annelien S's update05 Oct 2017, 08:42
Reviewer Update
Dear Donorique Thank you for your reply, telephone calls and efforts to get this matter resolved. I also want to thank John for the way he had handled this complaint. You guys proved that there are people who do understand your customer's requirements and assist accordingly. You proved that your focus is to make your customers have a positive experience with Capitec. It is a pity that it had to come down to publishing a complaint on HelloPeter to get this issue resolved and I truly believe that if this matter had been handled correctly from the start by directing me to the appropriate department, it would have been resolved many months ago. Thank you for your kind assistance. I wish you all the best. Kind Regards Annelien