Extremely poor service

<p>My name is Wynand Kruger (ID No. 760 ********** 089) and a existing Capitec client. On Saturday morning (11/02/2017) my wife (who is also a current Capitec client) accidentally paid R2000 into the wrong beneficiary's account by using the cellphone application. Noticing what she did she informed me and we tried to reverse the payment but the app did not have such function. I told her not to worry too much and that we just need to go to the Vaal Mall Capitec branch and to notify the banking house.</p> <p>We went to the Vaal Maal Capitec branch immediately afterwards and we were assisted by "Lucy". We stated our dilemma to her and she then said that she has disputed the transaction. She continued by mentioning to us that there would be a cost involved (R106) for Capitec disputing this transaction. This money was immediately deducted from my wife's Capitec account.</p> <p>Lucy then pledged to personally contact my wife (after taking her cellphone number) on Monday morning (13/02/2017) after she has done investigation on the progress of the dispute. Monday came and went without being contacted by Lucy or any other consultant as pledged. My wife then decided to contact the institution where the money was accidentally paid to to inform them to notify her when the money reflects in their account. At this stage the institution mentioned that no such monies has been cleared in their account but they will notify her if it does.</p> <p>Me and my wife went back to the Vaal Mall Capitec branch on Sunday morning (19/02/2017) in a effort to find out what the progress were on the dispute. We saw that Lucy was on duty and asked if we could be assisted by her as she was the one who initiated the dispute. When we eventually spoke to Lucy we learnt that she never contacted anyone regarding this matter as she made a call right there and then (for the first time).</p> <p>After some time on the phone she informed us that the money has not been traced and that nobody actually knew where the money was as it was not paid to the institution nor was it paid back into my wife's account. At this point in time I got frustrated beyond believe and asked her about the fact that she never came back to us as promised but she just continued telling us about the fact that she does not know the status of this dispute without even appologizing for the fact that she did not hold up her side of the promise of getting back to us.</p> <p>We left the bank highly unsatisfied and not knowing where our money was. On Thursday afternoon (23/02/2017) Lucy phoned my wife and informed her that she had absolutely no feedback on the whereabouts of our money. My wife then decided to take the matter into her own hands and yet again contacted the institution where the money was paid to by accident. The institution informed my wife that the "missing" R2000 was actually reflecting in their account at that time. They made arrangements and the money was paid back into my wife's account the next day (24/02/2017).</p> <p>Since we reported this incident to Capitec (immediately I might add), 14 days went by without ANY positive feedback from the Capitec consultant (Lucy). The fact that R106 has been deducted from my wife's account for the"service" is appauling, taking into account the service we received. The service could actually not be rated as very poor but rather as NO service at all...and we had to pay R106 for that. My wife sorted out this whole dilemma herself...without the assistance of the bank.</p> <p>The fact that Capitec and this consultant (Lucy) could not locate our money in 2 weeks is alarming to say the least and raises a lot of red flags regarding the banking house.</p> <p>I would like to receive some constructive feedback from a senior Capitec official regarding this matter as a matter of urgency.</p>