Complaint!

On Saturday 20th November 2021, we had the unfortunate experience of going into the Gardens branch. The reason for the visit was due to sms messages my 17-year old daughter has been received from Capitec.

Context: • Five days before my daughter turned 16 in August 2020, Capitec Adderley Street Branch opened an account for her, using my fingerprints. • When she turned 17, she started getting these sms messages, saying that she has to visit a branch before end November with her ID and proof of address to prevent her card from being stopped.

Fast Forward to the worst experience I’ve had with any bank: • We’re met by a Consultant at the entrance., to whom we explained the reason for our visit. • After hearing all the details, she passed us onto another Consultant, Anathi Mlelengwana. • After explaining everything to Anathi (2nd explanation in under 3 minutes), she calls the stand-in Branch Manager, Zeytun Thomas. • Although Zeytun said that Anathi explained the situation to her and I wouldn’t need to repeat myself again, the reality was different. So now we’re on three explanations in under 5 minutes. • All of Zeytun’s responses were, “we have to see what’s on the system”/ “we can only do what the systems allows us to do”/ “we have to call the call centre, they will advise us”. At no point in our interactions did she project a sense that she knew what she was talking about, and definitely did not provide any acceptable level of customer service. When I asked different questions and she just repeated herself, I started getting very frustrated; to which she responded that I wasn’t giving her a chance to explain. Well, repeating the same thing over and over is not an explanation!

The bottom line: • As per Capitec’s systems, when a minor turns 16, their account must be placed under their own fingerprints, and no longer the parent’s (apparently AI has taken over Capitec and no human being is able to assist if the answer isn’t on the system), • Also according to Capitec’s system, a minor’s account cannot be opened under the parent’s fingerprints in the month they turn 16. • So I ask Zeytun, “if that’s the case, why/how did Adderley Branch open my daughter’s account under my fingerprints, 5 days before her 16th birthday? • Her response, “I cannot answer you as I don’t know what Adderley did. Do you know what they did to open the account?” • I tried to explain to both Zeytun and Anathi that the reason my daughter doesn’t have her ID card yet is due to Covid. During stricter lock down, Home Affairs was only accepting applications from Matriculants. Zeytun jumped on the phone and proceeded to tell me that we can apply now in lock down level 1, but not online. So Capitec expects us to queue ay Home Affairs, during a pandemic. Really Capitec!! • Zeytun also asked me if my daughter has an FNB account; FNB will apply on her behalf. Really Zeytun!?! If my daughter had an FNB account, why would I be wasting my time on a Saturday morning, in a Capitec Branch where no one seems to want to assist me??? • I also asked- even if my daughter had an ID, Capitec also wants proof of address. What proof of address do you expect a 16/17 year to have; to which Anathi responded “rates and taxes”. When I asked Zeytun how that is a reasonable response (which 16-year-old owns a house?), she started making excuses that Anathi is new, blah, blah. Surely common sense should prevail, no matter how new an employee is! • I then asked if I close my back account, can my daughter continue using hers? Both said yes. How is that possible, if her account is linked to mine? Blank stares; no response! • So we left the branch without a resolution!

This is what I’m trying to understand: • Surely it’s a parent’s prerogative to keep their child’s bank account linked to theirs, until the child turns 18. Capitec is forcing us to separate the accounts or else my daughter’s card will be stopped which she uses for school lunch an uber. • Okay, so that the Capitec way. But again, how can they be insisting on this during the Covid-19 pandemic? Why hasn’t the system been updated to accommodate what is happening not only in South Africa but the world?

All we want is for my daughter to continue using her card as she is doing currently. Is there anyone that can assist me, or at least have a decent conversation with me about this? My number is ***.

Fast Forward to the worst experience I’ve had with any bank: • We’re met by a Consultant at the entrance., to whom we explained the reason for our visit. • After hearing all the details, she passed us onto another Consultant, Anathi Mlelengwana. • After explaining everything to Anathi (2nd explanation in under 3 minutes), she calls the stand-in Branch Manager, Zeytun Thomas. • Although Zeytun said that Anathi explained the situation to her and I wouldn’t need to repeat myself again, the reality was different. So now we’re on three explanations in under 5 minutes. • All of Zeytun’s responses were, “we have to see what’s on the system”/ “we can only do what the systems allows us to do”/ “we have to call the call centre, they will advise us”. At no point in our interactions did she project a sense that she knew what she was talking about, and definitely did not provide any acceptable level of customer service. When I asked different questions and she just repeated herself, I started getting very frustrated; to which she responded that I wasn’t giving her a chance to explain. Well, repeating the same thing over and over is not an explanation!

The bottom line: • As per Capitec’s systems, when a minor turns 16, their account must be placed under their own fingerprints, and no longer the parent’s (apparently AI has taken over Capitec and no human being is able to assist if the answer isn’t on the system), • Also according to Capitec’s system, a minor’s account cannot be opened under the parent’s fingerprints in the month they turn 16. • So I ask Zeytun, “if that’s the case, why/how did Adderley Branch open my daughter’s account under my fingerprints, 5 days before her 16th birthday? • Her response, “I cannot answer you as I don’t know what Adderley did. Do you know what they did to open the account?” • I tried to explain to both Zeytun and Anathi that the reason my daughter doesn’t have her ID card yet is due to Covid. During stricter lock down, Home Affairs was only accepting applications from Matriculants. Zeytun jumped on the phone and proceeded to tell me that we can apply now in lock down level 1, but not online. So Capitec expects us to queue ay Home Affairs, during a pandemic. Really Capitec!! • Zeytun also asked me if my daughter has an FNB account; FNB will apply on her behalf. Really Zeytun!?! If my daughter had an FNB account, why would I be wasting my time on a Saturday morning, in a Capitec Branch where no one seems to want to assist me??? • I also asked- even if my daughter had an ID, Capitec also wants proof of address. What proof of address do you expect a 16/17 year to have; to which Anathi responded “rates and taxes”. When I asked Zeytun how that is a reasonable response (which 16-year-old owns a house?), she started making excuses that Anathi is new, blah, blah. Surely common sense should prevail, no matter how new an employee is! • I then asked if I close my back account, can my daughter continue using hers? Both said yes. How is that possible, if her account is linked to mine? Blank stares; no response! • So we left the branch without a resolution!

This is what I’m trying to understand: • Surely it’s a parent’s prerogative to keep their child’s bank account linked to theirs, until the child turns 18. Capitec is forcing us to separate the accounts or else my daughter’s card will be stopped which she uses for school lunch an uber. • Okay, so that the Capitec way. But again, how can they be insisting on this during the Covid-19 pandemic? Why hasn’t the system been updated to accommodate what is happening not only in South Africa but the world?

All we want is for my daughter to continue using her card as she is doing currently. Is there anyone that can assist me, or at least have a decent conversation with me about this? My number is ***.