Formal Complaint Regarding In-App Client Care Experience

Dear Capitec Client Care Team,

I would like to formally raise a complaint regarding an in-app call I had with your client care agent, Seth.

I contacted your support team to enquire about a payment I am awaiting from a business holding account with your institution. I approached the conversation politely and simply sought clarity on the status of the funds. Seth advised that if the payment was from an international company, it could take some time to reflect. I clarified that the company is South African, and he then informed me that no payment had been placed on hold or was currently in process.

I responded by offering to provide proof of payment, which was issued to me by the paying financial institution yesterday, confirming that the payment was made on 27 February and was expected to reflect by the end of yesterday. Instead of assisting further, Seth became noticeably irritated, spoke over me during the conversation, and appeared frustrated. I felt that my concern was dismissed rather than addressed constructively.

At that point, I requested his first name, the department he works in, and an email address where I could submit a formal complaint, as I did not feel adequately assisted. Rather than providing the requested details, he questioned me by asking, “What exactly are you going to be complaining about?” I found this response unprofessional and inappropriate.

Had he either provided the appropriate email address or allowed me to share the proof of payment so that he could assist with tracing the funds, this matter could likely have been resolved during the call. Instead, no processes were explained, my concern was not meaningfully addressed, and my attempt to escalate the matter was not facilitated. The call ultimately ended without resolution.

I would also like to note that I remained calm, did not raise my voice, and was not disrespectful at any point during the interaction.

Given the multiple known issues your institution has recently experienced with the app, I expected a higher level of professionalism, empathy, and assistance.

I kindly request that this matter be investigated and that appropriate feedback be provided. I would also appreciate confirmation of the correct channel for escalating service-related complaints in future.

Yours sincerely, [Lacon Potgieter] [Preferred contact number: ***]