Complaint

On Friday, 01st February 2019 I contact Capitec Customer care regarding a online purchased that was made that I was not aware of.

The line dropped since I had no Airtime remaining.

Straight there after I purchase airtime and contact them back.

Because I know I would be long on the line I asked the consultant in the begging of the call to please call me back should the line drop.

I was so shocked with her responds and the manner she responded.

She advise that should i should go to a branch if i don't have airtime because they are not a outbound center, well clearly I understand they not a outbound center however have they never heard of a courtesy call back??????

I decided to ask to speak to a manager since I knew I am not going to get any where with her because of the attitude she had with me.

Manger was as helpless and ever since i mention to her over and over I will make a formal complaint about this.

I asked her a simple question such as Do u know what the Treating customer Fairly [TCF] policy and she had no idea what that is... as far as my knowledge all customer care center has that.

I requested the GEO email address and was put on hold for more then 7 minutes where in the mean while I got hold of the email address in less then 2 minutes.

She explained that because I am not aware of the purchase that was made they would need to first block my card and I will need to go to a branch and collect a new card and there after wait for the relevant department[ card dispute department] to provide feedback before anything could take affect such as a reversal.

After mentioning so many times that I have been put off by the doctor for a spine issue she continued with telling me to go to the branch.

Explained that I am not going to give out more money to visit a branch to collect a card and then still pay a replacement fee for a card because this is not my fault.

None the lest I asked to speak to her Operation manager since I was getting no where with her because first of all she never even had my account in-front of her nor did she have any of my details.

Spoken to the Operations manager whom explained the same thing.

I feel so bad to think that I recommend this bank to my friends and family, I even went as far as taking out an account with them for my 5 year old son and look how they treat a customer.

They have no way of speaking to a member and does not even carry out the values of the bank on any of their calls.

I am so upset since I have not received an SMS, Email nor a courtesy call telling me that they are still investigating the matter.

I was assure that a he will contact the nearest bank to me to have them deliver a card to me and would escalate the replacement fees.

None of the above that was promised was delivered and I am so disappointed because this was promised by the operation manger.

Yesterday, 04 February 2019 I had to call the customer care once again to confirm if they have no feedback for me and was advice that there is none.

Today is the day that I was assure this will be sorted however I am not even shocked about the fact that firstly money is not back in my account, secondly I still have not gotten a new card delivered to me.

Capitec should really consider training their staff better on Treating customer Fairly, how to knowledge their customers as well as making sure that things gets handle withing in the SLA.

At this point I feel like taking my compliant to higher level because its so unfair and ridiculous