*Frustrating Experience with Capitec Bank's Customer Service*

I opened an Access Credit Facility with Capitec Bank for R350,000, which is supposed to have no charges when there's no outstanding balance. I used part of the facility for an emergency and have been making payments, often exceeding the monthly instalments. After the February 2026 debit order was processed, I decided to settle the facility. The outstanding balance was R39,092.15, but when I opted to pay it off, the system indicated I needed to pay R39,668.65 – R576.50 more than the balance.

I proceeded with the payment, assuming the extra amount would cover anticipated fees and charges for the next cycle. However, Capitec Bank subsequently app**** additional fees, resulting in a remaining balance of R146.27. Furthermore, an adjustment of R39,668.65 was made on 01/03/2026, but it didn't correct the balance to reflect the payment.

I visited the nearest branch on 02/03/2026, and they acknowledged the issue but couldn't provide answers. Incident *** was logged, and I was promised feedback within 24-48 hours. Seven days later, I made two follow-up calls without resolution. On 10/03/2026, I made another call, and the assistant escalated the query to a team leader, requesting a callback at 10:30, which didn't happen.

I returned to the branch at 12:30, and the branch assistant attempted to resolve the issue by making follow-up calls. However, the representatives on the other end kept transferring us between Collections and Client Care, and back again, without providing a resolution.

Today, I've made multiple calls to Client Care, still without clear feedback or explanation. Capitec Bank seems unable to acknowledge or rectify their mistake. I'm frustrated with their lack of transparency and poor customer service. I'd appreciate it if Capitec could resolve this matter promptly, allowing me to close my account and move to a bank that values its customers.

*Service:* Poor *Resolution:* Pending *Recommendation:* Unlikely to recommend