Exceptional Service at Capitec Soweto Bara Branch – 30 June 2005 Incident Number: ***

I would like to commend the outstanding service I received at the Capitec Bank branch located at Soweto Bara Blackchain on 30 June 2005. I had experienced an issue where my bank card was retained by an off-site ATM while attempting to withdraw funds. Concerned and needing assistance, I visited the branch to resolve the matter.

Upon arrival, I explained the situation to the staff and was referred to an agent named Thato. She handled the matter with professionalism and empathy. Thato promptly contacted the ATM monitoring department, and when that did not yield results, she escalated the issue to the customer care department. Despite the lack of support from those channels, Thato remained committed to resolving my issue.

I had raised a concern about being charged a card replacement fee, as the card was in good condition and not close to expiry. Thato, together with her manager, carefully considered the circumstances and made the commendable decision to issue a replacement card at no cost.

Throughout the process, Thato demonstrated patience and a willingness to listen to my concerns, even when I had to raise my voice to be heard. Another staff member also stepped in to offer additional support, which helped ease the situation and ensured I was assisted promptly.

The professionalism, empathy, and teamwork displayed by the staff at this branch were exemplary. I left the branch feeling heard, respected, and satisfied with the resolution provided.

Thank you to Thato and the entire team at Capitec Soweto Bara for going above and beyond. Your service truly made a difference.