Capitec’s Customer Service: A Complete Failure and Disgrace to Their Customers

I have recently contacted Capitec, and this marks the second consecutive time their customer service has completely failed me. What’s worse is that they refuse to take accountability for their mistakes. Yesterday, I reported a possible ***** case involving a cash-sent voucher. At that time, they assured me they would get back to me within 24 hours. However, with four hours remaining before the deadline, I proactively reached out again to confirm that I would receive feedback after their investigation. They reassured me that I would hear back within those remaining four hours. Unfortunately, the 24-hour period passed by nearly two hours without any response. When I followed up, they suddenly claimed that they meant 24 business hours, not 24 hours. This was never communicated to me initially. I even showed them a screenshot proving that they never mentioned “business hours”—they simply said 24 hours. I pointed out that I had assumed a 24-hour timeframe because this was a serious ***** case. What’s making me especially upset about this incident is that I clearly notified them the money I sent via the cash voucher was urgently needed by my brother. Despite this urgency, they delayed the process. When I asked to speak to a manager, the back office, or anyone handling the case, they refused to connect me. I find it unacceptable that someone needs money urgently, and yet I am told to wait 24 business hours—when initially I was promised a 24-hour response. This kind of miscommunication, lack of transparency, and refusal to escalate the issue is unacceptable. How has this become the standard for Capitec’s customer service? I am extremely disappointed and frustrated by their handling of this situation.