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Item: Capitec Bank
Rating: 1
Author: Wenzile N

Good day I write this email in total disgust of the service received at Capitec bank. I firstly have ********** activity on my account with capitec which I was informed about only now after numerous attempts of unblocking my account that wasn’t allowing me to make any transactions whether cell phone ,swipe nor withdrawals. With two attempts at customer care who failed to get the issue solved and prompt me to branch , I then went to Pavilion branch was assistant by an Indian gentleman who also said I just needed a new card without listening to the problem at present which was my cell phone banking , finally he then called the departments to find out the error, he got transferred to about 5 people then after informed me no one could assist since it was pass 17.00 o clock and that department was closed(funny for a bank to not even have one person available to assist with queries after hours.), Then he informed me to go to my nearest branch, without assisting me, by now I saw he was pushing me away because of this query, I then the following day left work early for the gateway branch and was assist by Mr Edward who was a bit arrogant not allowing me to explain the matter at hand just in a hurry to issue a new card(IM NOT SURE WHETHER IS CAPITEC POLICY THAT WHAT EVER QUERY A CLIENT HAS THE SOLUTION IS “ISSUE A NEW CARD FINISH AND KLAAR”) he then tried to call the customer care which also transferred them to different departments over and over until he reached the department forensics but for my luck THERE WERE AT A STAFF PARTY (once again why would a bank not have enough staff to stay over to such issues) You must understand that now this is the 3rdday and how frustrating it is to not have money for daily transactions, worse part is having a bank tell you there not sure what the problem with your account. Then to be informed by Mr Edward that he will keep me updated I should leave, writing my details in a ****py piece of paper. I gave him the benefit of the doubt and waited from Saturday up till today 13-12-2016 at 14.00 for update, which I never got a single call for. I then decided to travel to the branch with no cash at hand I had to park in the outside parking lot and failed to obtain a ticket for parking(since I can’t have access to my money). Mr Edward who says was doing me a favour since he was meant to be on lunch called the department and was transferred to other departments once again, he then called the customer care who were then able to get the problem at hand, there informed me there have been trying to get hold of me , I agree my father informed me that he received a call from Capitec , but at my surprise when I called through the contact centre was informed no one called me, which was a bit confusing the least that could have been done was leave a message with a contact number with my father. Either way, Mr Edward informed me my card will be blocked and I have to get a new one. My question was, wasn’t the initial problem from the account not card so meaning maybe a new pin should be made, but same card. Mr Edward said I need a new card since its blocked , and informed me an agent will give me a call in regards to the investigation. He then said I must wait for another consultant to issue a new card for me .(Is customer service not making sure that the client in front of you is assist 100% before you leave)passing me to another agent which I then had to explain the whole story to again Miss Sphe, but before I was helped by her I received the call from the ***** department, was asked if I knew about the transactions and whether anyone else knew my pin, of which I said it’s just me and my mother the person I had spoken to Lebohang if I’m not mistaken confirmed that the card should have not been terminated but a new pin was supposed to be inserted, She then said it must be one of my family members who did the transactions and that nothing else could be done, Now I’m lost irritated and emotional at this time. So eventually I allowed Sphe to issue a new card as I needed to transact for my Birthday bookings this Thursday she called the contact Centre to find out about the investigation and confirm to me that it was still to be investigated and I should not worry because they will get back to me which was very comforting and I thank her for that. She was the first consultant that offered me good service through my ordeal. I have received feedback from branch in Pinetown Hill street spoke to Miss Abri Swwarts, who confirmed everything that was already confirmed which means no investigation was done because she asked me the same questions that the other consultant had asked before Lebohang then after told me she cant assist and the bank wont refund me and that I should go to police station to ask them for the camera footage of the stores because Capitec bank doesn’t have caremas , how can a bank not have surveillance . I then requested a 3 months banks statement at the branch, only to find that this started long ago I was able to get statement from October till current month and the same transactions ive picked up for the r90 withdrawals and the r50 swipes at some stores, this means this has been going on for a while in my account, worse being told I should inform them in future if something like this happens, my question is how am I to know cause I was informed by capitec bank when there had blocked my account that there think there are ********** activities on the account we only get sms notifications from r100 upwards so this could still happen in my account, no client checks there transactions daily, also capitec was meant to pick this up long ago as there were able to do so now, so why were there not able to pick the other months transactions. There also said its some one I know because a person cant clone capitec chip cards and have my pin. We use cell phane banking ect it very easy for hackers to get pass words even at a branch with a consultant it would be easy to get all my details and use them after, there said its some one I know who takes the card at mid night and brings it back , that isn’t possible I sleep in my room alone and lock it at night so its not possible to have transactions done with my card when I have it, I even have transactions done on same day when I had my card with me at a different place, I always do till points withdrwals only and only have one withdrwal of R500 at my work atm machine, even if its someone that I could know its still a crime its isn’t fine for a bank that I trust with my money to say there can’t help me. For all we know there are plenty of clients who are being ****med like this and don’t even know . I need my hard earned money back its close to R3607 excluding bank charges or more from the 3 months bank statement that I have could be more cause I don’t know the transactions done in the other months Regards Wenzile Ngwane

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Replies (1)

Capitec Bank's replyOfficial

05 Jan 2017, 10:54

I acknowledge your posting, and have referred it to Pheliwe Baartman for immediate attention.

Feedback will be provided within 3 working days, and I trust that this situation will be resolved to your satisfaction.

Complaint Management

Capitec Bank

Capitec Bank's reply05 Jan 2017, 10:54

Official

I acknowledge your posting, and have referred it to Pheliwe Baartman for immediate attention.

Feedback will be provided within 3 working days, and I trust that this situation will be resolved to your satisfaction.

Complaint Management

Capitec Bank