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Ntokozo N
1 reviews | Active since May 2022
03 Jan 2026, 08:17
Extremely disappointing service at Capitec
I visited the branch in Randburg to withdraw funds from my Tax-Free Savings Account a process that usually takes less than 30 minutes. Instead, I was kept waiting at the branch for over an hour with no clear communication or progress.
During this time, the consultant appeared more focused on reviewing my bank statements than actually processing my request. I later followed up, only to be informed that the transaction had not been assigned to anyone and was never worked on at all.
This means I was kept waiting for an hour for absolutely nothing, and no funds were released. This level of inefficiency, lack of ownership, and poor customer service is unacceptable. I expect better process management and professionalism. This experience has made me seriously reconsider my banking relationship with Capitec.
Helpful (0)
Replies (6)0
Replies (6)
Capitec Bank's replyOfficial
03 Jan 2026, 09:07Hello, 😊you're chatting with Vuyiseka. Thank you for contacting Capitec bank. I hope you are well. Thank you for your patience. I'm really sorry to hear that — that must feel incredibly frustrating and unsettling.
Please allow me a few minutes to fami****ize myself with your query.
Capitec Bank's reply03 Jan 2026, 09:07
Official
Hello, 😊you're chatting with Vuyiseka. Thank you for contacting Capitec bank. I hope you are well. Thank you for your patience. I'm really sorry to hear that — that must feel incredibly frustrating and unsettling.
Please allow me a few minutes to fami****ize myself with your query.
Capitec Bank's replyOfficial
03 Jan 2026, 09:33I’m truly sorry to hear about your experience at the Randburg branch. I completely understand how frustrating and disappointing this must have been for you, especially when you expected a quick process and ended up waiting for over an hour without clear communication or progress.
Please provide me with the incident number or ID number so I can assist further.
Capitec Bank's reply03 Jan 2026, 09:33
Official
I’m truly sorry to hear about your experience at the Randburg branch. I completely understand how frustrating and disappointing this must have been for you, especially when you expected a quick process and ended up waiting for over an hour without clear communication or progress.
Please provide me with the incident number or ID number so I can assist further.
Capitec Bank's replyOfficial
03 Jan 2026, 09:54I see you have not responded. Do you still need assistance?
Capitec Bank's reply03 Jan 2026, 09:54
Official
I see you have not responded. Do you still need assistance?
Capitec Bank's replyOfficial
03 Jan 2026, 10:21It seems like you're busy as you haven't responded to me in a while. Is now still a good time to chat? I realise you're busy, so I'll give you a few more minutes to get back to me. If I don't hear back from you in 5 minutes, I'll close this chat. But don't worry, if you still need to chat to us later when you have time simply type "chat to an agent" below.
Capitec Bank's reply03 Jan 2026, 10:21
Official
It seems like you're busy as you haven't responded to me in a while. Is now still a good time to chat? I realise you're busy, so I'll give you a few more minutes to get back to me. If I don't hear back from you in 5 minutes, I'll close this chat. But don't worry, if you still need to chat to us later when you have time simply type "chat to an agent" below.
Capitec Bank's replyOfficial
03 Jan 2026, 10:32Please be informed I will be closing our conversation due to no response. Kindly send a message as soon as you are ready to resume your conversation with us. Thank you for contacting Capitec bank, hope to chat with you soon. Kindly note no further response is required from you as our chat will now be closed.
Capitec Bank's reply03 Jan 2026, 10:32
Official
Please be informed I will be closing our conversation due to no response. Kindly send a message as soon as you are ready to resume your conversation with us. Thank you for contacting Capitec bank, hope to chat with you soon. Kindly note no further response is required from you as our chat will now be closed.
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Ntokozo N's updateReviewer Update
06 Jan 2026, 05:24I’m very disappointed in Capitec’s handling of my case.
I escalated and reported an issue on Friday, followed the required process, and even received a response to my initial HelloPeter review. However, it is now Tuesday, and I still have not received the funds I requested, nor have I received a clear update or resolution timeline.
What is most frustrating is the lack of accountability. An escalation was logged, yet it appears no one was assigned to actually resolve the matter. This level of delay and poor communication is unacceptable, especially when customers are dealing with urgent financial needs.
At this point, I am genuinely questioning Capitec’s internal processes and service standards. A bank should not take this long to resolve an escalated issue involving a customer’s money.
I expect urgent feedback and resolution.
I escalated and reported an issue on Friday, followed the required process, and even received a response to my initial HelloPeter review. However, it is now Tuesday, and I still have not received the funds I requested, nor have I received a clear update or resolution timeline.
What is most frustrating is the lack of accountability. An escalation was logged, yet it appears no one was assigned to actually resolve the matter. This level of delay and poor communication is unacceptable, especially when customers are dealing with urgent financial needs.
At this point, I am genuinely questioning Capitec’s internal processes and service standards. A bank should not take this long to resolve an escalated issue involving a customer’s money.
I expect urgent feedback and resolution.
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Ntokozo N's update06 Jan 2026, 05:24
Reviewer Update
I’m very disappointed in Capitec’s handling of my case.
I escalated and reported an issue on Friday, followed the required process, and even received a response to my initial HelloPeter review. However, it is now Tuesday, and I still have not received the funds I requested, nor have I received a clear update or resolution timeline.
What is most frustrating is the lack of accountability. An escalation was logged, yet it appears no one was assigned to actually resolve the matter. This level of delay and poor communication is unacceptable, especially when customers are dealing with urgent financial needs.
At this point, I am genuinely questioning Capitec’s internal processes and service standards. A bank should not take this long to resolve an escalated issue involving a customer’s money.
I expect urgent feedback and resolution.
I escalated and reported an issue on Friday, followed the required process, and even received a response to my initial HelloPeter review. However, it is now Tuesday, and I still have not received the funds I requested, nor have I received a clear update or resolution timeline.
What is most frustrating is the lack of accountability. An escalation was logged, yet it appears no one was assigned to actually resolve the matter. This level of delay and poor communication is unacceptable, especially when customers are dealing with urgent financial needs.
At this point, I am genuinely questioning Capitec’s internal processes and service standards. A bank should not take this long to resolve an escalated issue involving a customer’s money.
I expect urgent feedback and resolution.