Forex Division Abominable Service

1. Standing instruction required for funds from abroad - no problem, I comp****. 2. Standing instruction in place and "loaded onto the system" so all future payments from this creditor will be automatically processed. 3. Next payment is withheld by Forex (despite standing instruction), and I receive an e-mail (while travelling back from abroad) - "Hi, we have received payment into your account and have been trying to call you but to no avail - please contact us so we can process funds" 4. I send message when I land - 5 hours later - asking why contacting me is necessary, and why the funds have not automatically been released - as per the standing instruction. Money gets released eventually later that night, but with no response to my e-mail, until today. 5. Third payment and this time I send a preemptive e-mail to prepare Forex that a payment is about to come in, and if they could please avoid the chaos of last month. Again, no response, still waiting. 6. I start phoning Forex division to see if we can possibly have a smooth process this time round - however, a) phones often just ring and one has to hold on for 10 - 25 minutes before the phone eventually just cuts out. b) IF anyone answers, they are mostly rude, uniformly abrupt, demonstrate no empathy or understanding, and are consistently defensive. c)

Absolutely no effort was made by any of the people I have spoken to - to either understand my problem, or to help me or suggest remedies for the issue at hand . Instead, got told mostly about their problems and limitations within the division.

Clearly. very little or no customer care training, or values are present at this bank - what a major disappointment. 7. My account will now be closed as a result of a) Capitec's evident lack of efficient Forex services to clients, and b) it's evident failure to appoint or adequately train Forex agents who are actually able to do their work, and who are capable of communicating with their customers in a polite, constructive, knowledgeable, and supportive manner.