Degraded service or just lack of interest?

Today, 17 July, I visited a local Capitec branch for the reactivation of my remote banking app. The only reason this review got 2 stars is because when I left Capitec Rustenburg Square branch today I was at least equipped to complete my activation myself.

Had I not been an ex employee, I would not have had the faintest idea what had happened during this interaction or what to do after it ended.

The experience as a whole was not at all on par with Capitec’s “client centric” values. First off, the CSC was not stationed at the Hello Point and had to rush to the door assist me. Second, the SC who (eventually) assisted me at service desk no 6 did not stand to greet, she neglected to greet all together, she didn’t smile or even act friendly during the full course of the interaction. She proceeded to activate my app without selling G1 or explaining the remote banking agreement. She had me sign the agreement electronically without explaining anything (even though affixing her electronic signature is confirmation that she had explained it) and she had me physically sign, again without saying a word about what the agreement states.

I am unable to point out who exactly she is as she was also not wearing her name tag.

I am not happy at all with the lifelessness and lack of enthusiasm I encountered today. The level of service was comparable to the likes of Shoprite.