Frustrated client

I have been a loyal customer of Capitec for over a decade, but I am writing to express my profound frustration with recent experiences that have left me disheartened.

Recently, I encountered significant issues with your banking app, prompting me to visit my local branch for assistance. To my dismay, I was informed that the solution required me to purchase a new cellphone in order to use the app effectively. This was particularly surprising, as my current phone is not outdated.

Furthermore, I am deeply disappointed in the lack of empathy demonstrated by both the branch consultants and the call center agents during this ordeal. Their responses only added to my frustration instead of providing support.

In addition to this, I have now been informed that I must purchase airtime to facilitate transactions, despite previously being able to rely on Wi-Fi at home. As someone who is nearing retirement, the prospect of incurring additional expenses simply to access essential banking services is concerning. It feels unjust to be put in a position where I must prioritize an upgraded phone over my financial stability.

I urge you to reconsider the implications of these requirements, as they could alienate many loyal customers, including myself. I am aware of numerous individuals who have older phone models and share similar concerns. Is it truly necessary for us to invest in new devices to manage our banking needs?

I sincerely hope you will address this issue with the seriousness it warrants. Your efforts to enhance customer experience should reflect a commitment to inclusivity and understanding.