Extremely disappointed with Capitec!

I have had nothing but a positive experience with Capitec since opening up my account many years ago.

However, I recently purchased R200 airtime on the 14th May 2021. When my airtime wasn't topped up, I made contact with both my network provider & Capitec. Both claimed the other was at fault, however my network provider made mention that they had received numerous calls from Capitec clients complaining about the same thing. No immediate resolution was received.

A week later (21st May 2021), having not received my airtime top up, I went into a Capitec branch where my query was logged with Head Office (reference number ***6). I was told that the fault indeed lay with Capitec, as the transaction was in "pending" status on their end. Meaning my network provider has never received the money/purchase instruction.

A week after that (27th May 2021), again having not received my airtime top up, I visited another Capitec branch. Only to be told that it takes 7 working days, from when the query was logged (21st May 2021), for the issue to be addressed. Meaning the issue should have been resolved by 1st/2nd May 2021.

Today (3rd May 2021), I have still not received either a reimbur*****t or my airtime top up. And when following up, I am now told it is 14 days from when the query was logged (21st May 2021), for the issue to be addressed.

This has been unacceptable service, especially as the fault was no part of mine. Extremely disappointed with Capitec!