Cards manufacturer faults

I'm extremely disappointed in Capitec Bank. I previously recommended them to everyone I know, including family and friends. However, my experience today was appalling. I visited the bank with my son, who has a minor account with them. We were given card that aren't working due to a 'manufacturing error' – the card can't read the chip. The bank's solution was for me to get a new card and pay R70, which I find unacceptable since the fault isn't mine.

The consultant, Aupa, at the Cosmo City Mall branch was helpful, but his team wasn't supportive. He even called the call center, but they didn't assist. When I asked him to call the manager the manager didn't show up ,.i asked me to borrow me bank phone to call center myself I was told they couldn't help since I was using a bank phone and could only speak to a consultant.

I'm being asked to pay for a manufacturing fault.??? I waited at the branch until closing time. When Aupa suggested I call the call center myself, I did, but they told me to return to the branch, despite explaining that the branch couldn't assist me. The call center agents claimed they didn't have a complaints department. I was frustrated and called my sister to discuss the issue. She shared that she'd experienced the same problem three times and had to pay R70 each time for non-working cards.

"It seems Capitec Bank is taking advantage of its customers, particularly the vulnerable. The lack of a complaints department is concerning. According to the call center, I'm supposed to log a complaint with them first, as per the Ombudsman's guidelines, but this is impossible without a formal complaints process in place."

Capitec Bank, please focus on improving your card manufacturing process instead of passing the cost to clients for faulty products. I'd like to know where I can lodge a formal complaint, as the call center representative, Busi, claimed you don't have a complaints department."