Disgusting Customer Service

Dear Gerrie Fourie,

Trust that you well,

I am really disappointed with the level of service I received from your Capitec Phoenix Plaza branch. I’ve been with Capitec for approximately 9 years and don’t think I should be treated as a common ********!

On the 30th of November, I went to my local garage to withdraw cash which was done successfully An hour later my Mrs went into Pick n Pay Clothing in Umhlanga to purchase summer clothing for my toddlers which she attempted to swipe but this was declined This rang alarm bells for me as this was really strange as I had 32k in the account which made me concern but I had to attend work so I left and thought I will attend to the matter the following day

I went into the Phoenix Plaza branch on the 01st December, I followed the standard process. My number was called, I did not hear as one of my family members was in the branch which I greeted. The teller Aadhila with the most unwelcoming tone ask me did you not hear your number? My response was clearly I did not but is this how you approach all your clients?

I’ve notice she became disgruntle and did not want to go the extra mile to assist me in the current situation and challenges that I was experiencing. At this point in time, I was made that there is an hold on my account which was done by the Debt Collection agency which Aadhila made me aware off. I know I had Debt but this was quite some time back but the agency froze my account which Aadhila could not provide clarification which I questioned on the process and gave me vague answers.

I expressed that my child needed medical attention and ask my wife to bring the kids in to show proof but I was advise she can only assist one client at a time which again showed no remorse looking at my unwell child. 02nd December I came into the branch again as I approach my family lawyer to deal with the matter. I came in with relevant documentation stipulating the arrangement were made and requested to speak to the branch manager. At this time I was directed to Sonia who told me she is the branch manager at the Phoenix Plaza I produced the letter and without even attempting to assist me she told me I should go back to my lawyer, if the manager behaves in this manner I cannot expect anything more from the staff but is this the level of service you expect your people representing your brand to provide?

I also was told there is no rooms to discuss a private matter and it should be done in the waiting area by Sonia, why should a private matter be discussed in public and there is not facility or rooms to deal with high level matters? After I produced the letter from the lawyer I was taken to a seating area, is this the type of culture you guys are enforcing the fortunate will get better preference to the less fortunate because this is the perception that was given to me by the manager Sonia?

On the 03rd December I was instructed by the Sheriff that all relevant documentation were submitted to the bank and its upto the bank now to release the hold so my child could get medical attention I came into the branch to request to speak to Sonia to give the relevant details to withdraw the hold who is *********** of being a manager, she doesn’t understand processes or dealing to high level complaints and I suggest your send your staff for training.

I was completely **** to by Sonia stating she is the branch manager or to realise that I was then introduced to Kamalan who mentions he is the branch manager and the superior to Sonia. This was not disclosed but the matter was resolved by Kamalan on the 04th December, I have call recordings of the lies and statements made by Sonia stipulating do you want me to discipline the staff for your been angry.

If my matter was handled by Kamalan maybe I should get a better response than I did with the rest who is the branch manager and why was this not initially dealt with by the Manager?

There is a lot that went on but will appreciate a call to discuss this matter further as I am seeking advice on the next steps…..

Junaid Ally Hoosan Mobile: *** Email: ***