Frustrating App Activation Experience

Dear Capitec Team

Please consider providing additional change management or training for your call centre staff.

I’ve been trying to activate my banking app for over a week without success. Here's what happens during the process:

I download and open the app.

It asks me to choose between “Sign In” or “Create” – I select “Sign In.”

It then prompts me to enter either my cellphone number or account number – I enter my cellphone number.

Next, it asks for my cellphone number and ID – I provide both.

I’m then asked to take a selfie – which I do.

It asks how I want to verify – WhatsApp or SMS – I choose WhatsApp.

I receive a WhatsApp message and tap “Yes – Activate Now.”

It tells me to return to the app but I am failing verification

At no point am I asked to enter a PIN, yet your call centre insists that I should have received one. Based on the steps I’ve described, please advise where exactly the PIN step is supposed to happen?

I’m now being told I must visit a branch AGAIN , which is frustrating and inconvenient.