Disgusting and Shocking treatment by Capitec!

I logged a ***** case on November 8th of this year and supp**** all legal documents' to Capitec on November 21st due to a very ill father that was in and out of hospital. It took the ***** department 4 days to confirm receipt of this email, 4 days!! I would follow up every single day to see what was happening with my case, at times I have encountered rude agents and have had the phone dropped on me. On November 27th I logged a complaint with your Complaints department regarding and aspect of my ***** case where one of the accounts was an internal account, not related to ABSA or Discovery Bank, but a Capitec client and I was in absolute shock that this client had not been flagged for *****, surely I was not the only person that they had de*****ed. I received a call asking for details as to what had transpired as well as a WhatsApp while I was heading to see my father that was yet again in the hospital. I supp**** all the necessary information to Joshlyne. That same morning at 11.51 I received an email from Jihaan Nortje which was sent to the ***** department as well as myself detailing my complaint and the fact that the client's account was not investigated until I had raised the alarm and that Capitec is just as complacent in this ***** case as the client.

The email is signed off "Please assist by investigating this matter and processing the refund as requested" Interesting that now the case has been closed as Capitec is incapable of reaching the external banks to get any further information if they have been able to secure funds and they have yet to issue the refund as stated in the email on November 27th.

Capitec contradicts itself at every turn. I am told that you do not monitor your clients accounts for ***** and yet I am proof of that! I was flagged for ***** between my own accounts!!! But hey keep lying to your clients. I'm told on a call yesterday with your ***** department that the case is only temporally closed but the investigators will continue to attempt to reach the external banks, but I received a call from Jihaan Nortje's Team Leader yesterday and I have been told the case is closed, it is my fault this happened to me, I should have done my homework, Capitec is not at fault at all, I must accept the outcome. This from the bank that I have been a client from for 10 years!!! This is the level of care and empathy I receive?!

What is so interesting to me is that I have been a client of Standard Bank's for a months and they had not been able to recover the funds, but they managed to get an answer from the external bank and then advised me on my next legal steps. How is it that Standard bank could do that and my own bank couldn't?

Every single call I have made to your ***** department you can hear the utter desperation in my voice, the depression getting worse by the day, I have told the agents as well as the complaints agent Joshlyne that this case is making me physically sick, that I am becoming suicidal, that I am not eating or sleeping, that I cannot get medication or seek medical attention, that I cannot even put food on my table. Yet not a single ounce of empathy, care, compassion or even a thought of hell, let us do what we promised and at least refund our customer the R6600.00.

I am the only working person in my house. I look after my father that is a pensioner and is extremely ill. He has been in out of hosiptal this year. Due to this stress I haven;t eve been able to focus on work or to secure clients. But Capitec is very happy to keep taking what little I have for bounced debit orders knowing full well what is going on.

I am truly disgusted!! I am expecting a phone all today from someone high up in Capitec. Not some Team Leader or little someone in the call centre. I will not give up with this complaint.