Disappointed

Good day, my name is Mxolisi Welcome Simamane,

I am very disappointed on how Capitec has handle my case, on the 01-08-2020 i finished off my shift as I was working night and I proceeded to a closer Capitec ATM and that was the one on the corner of Filed street and Commercial Rd in Durban, up on my arrival it was just after 06h00, i waited on the line for my turn and when my turn arrived, I went to the machine and i made a deposit of R960.00 and as i was about to do my second deposit whilst counting the money and my cellphone ( J5 Samsung) was on top of my bag on the ATM base, unfortunately the unforeseen happened, my phone slipped and fell into an ATM slot which is at the base of the ATM.

I then had to wait for the branch to ope, luckily someone came before 08h00, a lady and a manager, an African lady whom i didn't take her name attended me and i explained everything to her and I even showed her the slot where my phone went into, she then went back inside to consult a manager and she came back and told me that I have to come back on Monday ( 03-08-2020) since they can only call the technicians on Monday as this wasn't an emergency and they can't get access to where the phone was. I then left I went home, when I came back on Monday around 13h00, i was attended by the lady whom attended me on the 1st, she then went and spoke to the manage and the manager stated that she has sent an email but they haven't received any reply and when i query as to why they only sent an email since they told me on the 1st that they will only call on Monday they told me that this was a procedure and there is another customer who have been waiting for over a week since his phone fell into the same slot as well.

I then illustrated the importance of the phone i even offered to pay for a call out fee just to speed up the process but i was told by ( Meggie and Noksi) that I can not do that, thereafter they did a follow up with the technicians and the feedback was the technicians can not tell as to when can they send someone to come and demolition the wall as there is a wall where my phone fell into.

I left with a broken heart as i still haven't received help in-connection with my phone which hold a lot of memories and importance things, on the 04-08-2020 i received a call ( around 12h00) from Bongi( if i remember correctly ) from the branch, and she told me that the technicians came and demolished the wall but both my phone and the other customers phone are nowhere to be found but what they have noticed is that the slot where the phones went into have been tempered with and it has been bent, but they are still waiting for the footage as they have to investigate but when I asked as to how long would it take them to receive the footage she told me that it could take about a month.

I then contacted the complains department whereby I spoke to a lady by the name of Veronique whom gave me a REF NO: ***5, and she told me that she will contact her managers and also contact the branch and find out as to why they told me that it will take a month for them to get a footage and she will come back to me before the end of the day. at 15h36 I call back the complains the departments and do a follow up, and i spoke to a lady whom i couldn't get her name, and she told me that as per Veronique, the the investagation will only take 5 working days and i can do a follow up with investigating team( Ferendzic) if i wish to, and today( 05-08-2020) at 09h42 I received a call from Bongi( Capitec branch) whom stated that they have been told by the HQ that they won't be a need of an investigation since my phone is my responsibility not theirs therefore there is nothing they can do. I also asked her to get someone to send me an email with what she has told me since she stated that she isn't authorized to do so she said she will ask the HQ but i still haven't received anything yet.