Hero to Zero in a matter of days

I've been with Capitec for over a decade now and never had issues. In fact, I've recommended the bank to friends and family. This month (January 2025) I've run into a bug on their internet banking tool where their transaction history exports are not working correctly, and I am therefore unable to import my transaction information into an accounting tool I use. After several calls to their ***customer line, and making no progress, I decided to use their WhatsApp chat.

The Bot could not assist me becuase when requesting an update on incident number ***, the system said I have logged no queries in the last 90 days. I was then put in contact with Sisanda, who after an hour of back and fourth (requiring me to prove with screenshots that the system said no query was logged in 90 days by the way) told me in a very polite and professional way that it's not their problem, the IT team will get to it when they get to it, and I'll just have to wait.... I've been waiting since the start of the month.

Now I understand that Capitec is massive and that having me as a client or not makes no difference to the organisation. But have the decency to let you customer know whats going on when they file a legitimate query, instead having them follow up, try three different avenues to get updates, and eventually write a post of hellopeter to get a response of substance.

Hopefully, Jared