Failure in resolving complaint/query

Carmenita was on leave , last week and as pee the no reply notification, was to return on the 08/07/2019. Although it stated that the complaint should be referred to to the Complaints Management team that was included in all the correspondence, no one took the liberty to contact me. i forwarded an email yesterday, and the response was that the request was forwarded to the relevant stakeholders , but no call. I forwarded another email, that was clearly not acknowledged. Very poor complaints handling process. I myself am in the complaints department and the client is always priority no matter how preposterous the request. Fact of the matter is you attend to the client's concerns and resolve the complaint in an amicable manner, not point blatantly ignore the client.

From: Samantha Daniels Sent: Monday, 08 July 2019 13:22 To: '***' <***>; 'Complaint Management (Business Support Centre)' <***> Subject: RE: Incident# ***3 Importance: High

Good day.

I am based in a Contact Centre and have made arrangements with my Team Manager thus the reason why I have requested to be contacted at 12h00.

It’s an hour and 22 minutes later, and I still have not been contacted.

Kind Regards

Samantha Daniels Customer Care Consultant Europ Assistance South Africa Tel : + 27 (0) 11 ***/9000 | *** From: Carmenita Fortune (Business Support Centre) [mailto:***] On Behalf Of Complaint Management (Business Support Centre) Sent: Monday, 08 July 2019 10:16 To: Samantha Daniels <***> Cc: Complaint Management (Business Support Centre) <***> Subject: Incident# ***3

Good day Miss Daniels

Thank you for your email.

Your matter was escalated to the relevant role players and they should be in contact with you.

Please confirm once done.

Kind Regards

Carmenita Fortune Complaint Management Officer Complaint Management T +***9 F +***2 M +***8 GPS 33°54’3.7” S 18°37’27.1” E BSE Building, 89 Voortrekker Road, Bellville 7535 PO Box 12451, Die Boord, Stellenbosch

From: Samantha Daniels <***> Sent: 08 July 2019 10:12 AM To: Carmenita Fortune (Business Support Centre) <***>; Complaint Management (Business Support Centre) <***> Subject: RE: Incident# ***3 Importance: High

Good morning. I still have not been contacted as requested. Carmenita, as per your out of office reply, it is noted that you’ll be back today. Kindly contact me at 12h00, to complete the full credit check/pre-screen, as noted. Kind Regards Samantha Daniels Customer Care Consultant Europ Assistance South Africa Tel : + 27 (0) 11 ***/9000 | *** From: Samantha Daniels Sent: Wednesday, 03 July 2019 16:39 To: '***' <***>; 'Complaint Management (Business Support Centre)' <***> Cc: Complaints <***> Subject: RE: Incident# ***3 To whom it may concern. I understand that Carmenita is on leave, but id there no one else that can take initiative to manage the client’s expectation. I need to be contacted tomorrow at around 12h00. Kind Regards Samantha Daniels Customer Care Consultant Europ Assistance South Africa Tel : + 27 (0) 11 ***/9000 | *** From: Samantha Daniels Sent: Monday, 01 July 2019 15:00 To: '***' <***>; 'Complaint Management (Business Support Centre)' <***> Cc: Complaints <***> Subject: RE: Incident# ***3 Importance: High Good day Carmentina. Thank you for the replay , and please accept my sincere apologies for only getting back to you now. It would appear that there is some form of misunderstanding as far as my request is concerned. I have been to your respective branches on several occasions and have never been given the time of day, so what branch are you referring to. What does a full credit check consist of, or is it the same criteria that has been followed during the previous applications. I will make the appropriate arrangements to be available to take the call. Please contact me on *** at 12h00, tomorrow afternoon. Kind Regards Samantha Daniels Customer Care Consultant Europ Assistance South Africa Tel : + 27 (0) 11 ***/9000 | *** From: Carmenita Fortune (Business Support Centre) [mailto:***] On Behalf Of Complaint Management (Business Support Centre) Sent: Tuesday, 25 June 2019 15:58 To: Samantha Daniels <***> Cc: Complaint Management (Business Support Centre) <***> Subject: Incident# ***3 Good day Miss Daniels I refer to your query that was escalated to our department on 14 June 2019, regarding your request for credit with Capitec bank. Please note your matter was referred to the relevant department and feedback received. In order to assist you further, we need to do a full credit check/pre-screen to see if you qualify. Our Direct loans department needs to contact you via telephone in order to get an accurate scoring. If you are unable to take calls, then you need to refer to the branch in order to complete the application. I trust you find the above in order. Please don’t hesitate to contact me if you have any questions regarding the above information. Kind Regards Carmenita Fortune Complaint Management Officer Complaint Management T +***9 F +***2 M +***8 GPS 33°54’3.7” S 18°37’27.1” E BSE Building, 89 Voortrekker Road, Bellville 7535 PO Box 12451, Die Boord, Stellenbosch Read the Capitec Bank email disclaimer at http://www.capitecbank.co.za/emailDisclaimer.asp

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