Complaint

I am very furious with Capitec for doing credit enquiries on my name without my consent and when I call no one can seem to assist me, I get transferred from pillar to post with no luck, I even got sent to a branch to get them to sort it out with credit assessment department but still no luck. Every time I call Capitec or they call me the next day its listed as a enquiry at Experian.

I have a loan with Capitec which is coming to an end October, but due to covid 1 installment has not gone off for the month of April. In May I called to make arrangements that my installment goes of as I had resumed back to work. I called the collections department and was assisted by a guy who gave me few options on how to pay the arrears, I advised the guy that I cannot afford a double debit at the moment but just my normal installment, he then advised okay so if my debit order goes off monthly on the 25th I should call back to make the same arrangement so that they don't take double debit and instead of my loan then ending October it will now end November, and I was fine with that.

Then after the August debit order I called to make the arrangement just to be told that the arrangement cannot take place anymore as I only have two months left of it, I explained to the agent of what the consultant initially told me and I have been doing so monthly. Again no assistance and, transferred from pillar to post logged complaints at complaints department to listen to call, still no luck.

So daily I have been receiving calls from them or I will call, but then I get sms to say that capitec has done enquiry on my profile at Experian, and to me this is not on, as its affecting my credit score. An enquiry is only to be done when applying for credit, so I don't see why they are doing this and more so without my consent, and like i have said previously I have been trying to get someone to explain to me why this is happening but no one can seem to assist me in any department that is. I went into branch yesterday and again n ow as I'm writing this I get sms to say enquiry listed by Capitec 09.09.20 @15h31.

I want this people to stop doing this without my consent and I want it removed from the Credit Bureau, I have no problem sending you the reports as to how many times you guys are logging enquiries, and it cannot be for the fact that I am in arrears for one month that this is happening as there are enquiries listed going back from Jan 2020 until 14 April 2020 and this period my account was not in arrears and again no one can say why this is.

This matter of customer service is unacceptable that not one person know hat the other is doing, or that not any one is able to assist.