EXCRUCIATINGLY ********** CUSTOMER SERVICE AT CAPITEC

I have been having random amounts going off my Capitec bank account for over a year, and I have been querying this over some time by calling the Capitec call center. I have spoken to a number of different consultants most of whom do not know how to assist. One of these consultants advised me that the only way to stop these charges from going off my account is to block my card, which I did, once I got a new card for R70.00 these charges started going off again. Also note that every time I do not have enough money in my account when this unknown transaction goes off R3.00 is being charged daily, until a deposit is made.

I have also spoken to Buhle a manager at the call center on 23/11/2022 who advised that since Capitec is powered by Mastercard, when clients make international online purchases, e.g Netflix, they may be signed up for other services without their knowledge or consent. So they have to now escalate the query with master card, and should it be found that the client did sign up for this, the client will have to pay R80.00 per unwanted transaction for querying and requesting an investigation. Noted. The concern I voiced was that if I have been using this card for online transactions how certain is it then that authorization for these unknown transactions can be fabricated it is a Mastercard after all? To which I did not receive a coherent response. Buhle also promised to contact me with feedback regarding my complaint, I have yet to receive any feedback from him.

I was not given an incident number also on that call, and was rather surprised when speaking to Diunay, this morning 30/11/2022 and she requests an incident number. She has expressed that she will ensure to resolve the issue for me today and will provide feedback at 15:00pm latest.

However I will be closing my account with Capitec if there is no resolution because this is now bordering on abuse. Knowing that Capitec banks larger market is made up of Black lower to middle income class, it sickens me to think of how much more is being done to other client's accounts. I definitely do not recommend that anyone open an account with them for any reason after having my complaint being treated with absolute nonchalance. I further recommend moving to other banks, who will ensure to take such issues seriously even if their bank charges are higher. At least you rest assured knowing that your back at least takes you seriously as a client no matter your income bracket.