Formal Complaint – Reference Number EL***9

Dear Capitec Customer Care,

I am writing to lodge a formal complaint regarding both the poor service I received from your Johannesburg branch over the phone and a serious issue with your app.

During my recent call (reference number EL***9), the agent Tebogo was rude, spoke over me, did not listen to my concerns, and failed to apologise. When I requested to speak to a manager, I was kept on hold for about 15 minutes, only for the line to be cut when Tebogo claimed a manager was available. I had also requested the recording of the call, but was told I would receive it from the manager who never assisted me due to the dropped call.

This was the worst customer service experience I have had in all my years as a Capitec client. I felt disrespected, dismissed, and discriminated against.

In addition, I discovered a serious fault with your app’s lottery number generator. The app is supposed to generate 6 numbers plus a bonus ball (7 numbers in total), but it only shows 6 numbers. This disadvantages customers and makes it impossible to win correctly. I have been playing using your app without realising this issue, and I now feel misled.

I therefore request:

Compensation for the distress and lack of assistance I experienced during the call.

Compensation for all my lottery playings that were affected by the app’s failure to generate the correct 7 numbers.

A full investigation into both the conduct of the agent and the technical issue with the app.

Immediate corrective action to ensure the app generates the correct 6 numbers plus a bonus ball.

I have been a loyal Capitec client for years, but after this experience I am considering leaving the bank. I will also be escalating this matter publicly on Hello Peter.

I expect a prompt response and resolution to this complaint.

Sincerely, Thandokuhle Mabaso.