COVID-19 No Excuse for Gross Incompetence From Capitec Bank's Call Center And Branch!

On two occasions this week I telephonically contacted Capitec Bank Call Centre because my remote banking token suddenly stopped working (without warning). I also needed a debit order matter attended to! Having an underlying condition, and therefore trying to keep myself and my family safe, I was hoping that the matters could be resolved telephonically. However, according to the call centre agent this would not be possible, and I had to go into a branch for the matters to be resolved! So I made peace with the idea, and prepared and planned a trip to the branch!

The call centre agents also informed me that if a new token is required, a fee of R100.00 would be charged and deducted from my account at month end! I voiced my opinion about the exorbitant fee.

Arriving at the branch just after the doors opened at 8 AM this morning (16 July 2020), hoping to do the necessary, and be out of the branch within 15/20 minutes, I was pleasantly surprised to be attended to almost immediately after the necessary Covid-19 screening process!

However, frustration soon set in because of gross incompetence, unprofessional, disinterested and unhelpful branch staff. From the managers on duty, to the consultant attending to my inquiry! 1. Consultant informed that that according to the Capitec system I do not have a internet banking because there is no contract/record on the account. 2. Consultant informed me that I have telephone banking! Which I don't have and never signed up for, because Capitec only allows for one or the other! 3. Consultant said that she could also not assist me with the debit order issue and referred me elsewhere! Only after insisting that it had to be done because the call centre agent stated that it could only be done from inside a branch, did the consultant assist with the debit order issue! The proof however remains to be seen come the due date for debit order! 4. Manager could find no trace of my calls to the call centre this week and proved her point by showing me the call logs on the system. This led me to assume that the manager thinks I’m telling lies about my telephone calls to the call centre before coming into the branch! 5. Manager would not give me a new token until the necessary funds are in the account to pay for it, even though I informed her that my token is needed for my business which I use the account for. 6. Manager and Consultant suggested I sign up for FREE telephone banking which I refused to do as it will cancel out my internet banking!

Almost an hour later, I left the branch very frustrated and disappointed to say the least.

I have tried to contact the next in line and Regional Management at Capitec Bank to intervene and resolve this matter because I need my token for business purposes, but to no avail. Based on the fact that I left a message for this branches’ line management to contact me, and I have had no response yet (after 2PM), I'm assuming that the branch staff are blocking my complaint from getting through to the right person/s to resolve! The branch staff also gave me a generic email address to lodge my complaint.

While I am very mindful of the “unusual” season we are all in, and the stresses and anxiety that goes with it, one must make allowances for mistakes. However, this experience goes way beyond a few mistakes!

After many years of being a Capitec client, I will close this bank account after all the necessary logistics are taken care of, should Capitec not attended to, and resolve this matter as soon as possible!

Please will you assist?