Cellphone Banking and Internet Banking inoperable whilst abroad

URGENT: CAPITEC COMPLAINT 16-7-2022 Reference Number: #***6 To Whom It May Concern I am writing to you today as I would like to share you with my experience as a valued Capitec Bank. I have recently relocated to the Maldives as a South African Expat and before leaving for the Maldives, I first checked with 3 independent Capitec branches in Cape Town, South Africa that my cellphone banking application would work whilst being abroad, even without a sim card, as long as my Capitec Cellphone Banking Application was still on the registered phone with Capitec. Upon arrival in the Maldives, my cellphone application was not working and unfortunately, I could not access internet banking because it is linked to my cellphone application. I made contact with Bridget Bam via email on July 9th 2022. I then proceeded to call Capitec Customer Care landline number, at least X5 times, for further assistance but there was no response. I then received an email from Antoinette Branco-Peters saying that Capitec tried calling +***5 to contact me when this number is in fact Capitec’s own Whatsapp number and no-one bothered to read my e-mail to say that I have only been able to access my balance using the above Whatsapp number. I re-iterated that I was available on my SA Whatsapp number, which is my registered Capitec Cell phone number. I simply cannot understand why staff at Capitec are not aware of their own Whatsapp Cellphone number? I further tried calling Capitec Customer Care and spoke to Mariam: Reference Number #***8 on the 15.7.2022 but my issue was not resolved. I then tried calling Customer Care again and spoke to Taryn and advised to have an activated sim card from the Maldives and place it in my cell phone, then uninstall the app and reinstall the app, which I did but the matter was still not resolved. I was informed that a ****le could be sent to me in the Maldives, to generate a token password but I advised that I would prefer it being sent to my home address in South Africa and someone could send me the token code via Whatsapp from South Africa. 16-7-2022. I spoke to Bokamoso, Reference number: ***0 to again advise that I am contactable on Skype or my Maldivian registered Cellphone number, or email or my SA registered Capitec Whatsapp number. I then asked for the Manager’s details and let the consultant know that I would be further escalating this matter to social media etc. to gain a quick and favorable response should there be no return phone call by Saturday 16th July 1pm South African Standard Time. To date I have still not been contacted, I am extremely dissatisfied with the way that Capitec Customer Care has handled the matter at hand and I would like this matter to be resolved as soon as possible.

J Bhagattjee