Gross Incompetence!!!

I used my Capitec account for payments to a car hire company. I had taken an option that would have me keep the hired car til Jan 2023. My vehicle finance was approved on 3 Nov 2022, so I had to take the hired car back and go pick up my car. On 3 Nov, which was a Thursday, I made a card payment at the car hire branch with my Capitec card and they closed the account. The next Monday, 7 Nov, a debit order runs on my Capitec account for the monthly fee for the car hire. On 10 Nov, I get hold of a Mbali when I called customer service. She tells me to get the car hire to send a cancellation authorisation letter, which they send on the same day to Card Disputes at Capitec and not to Mbali. I follow up with Mbali on the 11th and send her a copy of the auth letter. She says she cannot see it as it is in the wrong format. I go back to the car hire and have them send it again, only to find that it had been in the correct format from the start.

I then print the document and take it to the branch the next week after another follow up with Mbali, to find that she closed the request because she did not get the letter in the correct format. The consultant logs a ticket with Helpdesk, for them to reverse the one amount. He assures me this is a two hour process, it should be done by the end of the day. I only hear from Capitec the next day. After what was done, now all the funds that are deposited to the account, I have no access to. There is now a hold only my funds. They eventually release the hold and my funds are a available to me but the reversal of the one amount is still not done. I am then told that both the amounts have been processed. Capitec will have to escalate the matter now.

On 18 Nov, yet another ticket is logged. This is now to get one of the two processed amounts reversed. Then I get a call from a guy that tells me they cannot reverse a processed amount. But I know this already, this why the ticket was logged to you!? He says a call would need to be logged with MasterCard to reverse the money. This can only be done 30 days from the date of the transaction. I told him my frustration with this entire process and asked what was next. I specifically asked if I had to do something after the 30 days or he would, he said he would log the call after the 30 days.

Day 30 fell on 10 Dec because the payment I made at the car hire branch on 3 Nov was only processed on 10 Nov, which is why the debit on 7 Nov went through.

I use the WhatsApp option from Capitec to do a follow up around 14 Dec. The agent tells me nothing has been done, a note on the ticket says the 30 day period ends on 2 Jan 2023. I tell them even if it was 30 days from the day of the call, instead of the day of the transaction, 2 Jan is out of the question. They then tell me to go to a branch. I tell them I can't go driving through Soweto floods only to be told to wait for somebody on the other end to do something, like the 2 previous tickets that were logged at the branch. I let a few hours pass and use the same service again. The send agent tells me the same thing, the ticket is open and will be processed on 2 Jan after the 30 day period. I asked who put that note, age t said they don't have access to that info. I asked who the assigned person who is responsible for the ticket, they have no access to that information. I asked what would happen on 2 Jan, they both told me an sms with the following steps would be sent to me. No sms to date. I'm livid but I wait it out.

Last week, on 4 Jan, I go to the branch. When the lady opens the ticket, it is closed. CLOSED!!! The resolution says "Refer to notes". The only note says something like, I spoke to client, she said she would log the call in to days. ***!!! After I specifically asked if it would be him or me and he said he would. She calls Helpdesk, yet again. After rehashing the entire story, the guy logs another ticket and says it will take another 30 days. Am I being pranked? After that conversation, the consultant tels me to wait for an sms acknowledging the ticket is being actioned. No sms still. I went to the branch yesterday and the consultant tels me there is no action on the ticket since it was logged. I am dumbfounded at the level of incompetence across Capitec's platforms. And still, I wait!