Complaint Regarding Poor Service and Credit Card Application Experience at Capitec Bank Mall@55 Branch

I would like to formally raise my concern regarding the service my son received at the Capitec Bank Mall@55 Branch branch.

On Monday, my son visited the branch to apply for a credit card. As he is a student, he was approved for a limit of R600. He was issued with the credit card; however, upon attempting to use the card at the ATM, he discovered that there were no funds available.

He immediately returned to the branch, where the same consultant, together with a colleague, attempted to assist him but were unsuccessful in resolving the issue. He was then asked to leave the card at the branch and was informed that he would receive a call once the matter had been resolved.

By Wednesday, having received no resolution, my son returned to the branch and was provided with a reference number for the cancellation of the credit application. The application was cancelled on the morning of 21.05.2026. Thereafter, he revisited the same branch to reapply, only for the exact same issue to occur again.

What is particularly concerning is that no proper explanation was provided to my son regarding why the credit card process was failing. This raises serious concerns about whether the staff members are adequately trained to handle such applications and customer queries. The level of customer service experienced was disappointing and unacceptable.

I am especially concerned because my daughter previously app**** for a similar facility at another branch and experienced no issues whatsoever. This suggests that the problem may be specific to the handling of applications at the Mall@55 branch.

I kindly request that management investigate this matter and ensure that staff members at the branch receive the necessary training and support to handle customer applications professionally and efficiently. Customers should be treated with transparency, respect, and competence at all times.