Horrible Attitude from Elliotdale Consultants

Good day,

I'd like to report an incident of bad client service at Capitec Bank Elliotdal branch today the 27th March 21. So today I went to the bank to do a transfer because my cellphone banking doesn't work this is despite me going to the bank to have it fixed before only to not work when I need to make a transfer. So when I got to the branch I stood on a queue outside and there we a couple of consultants outside (3) chatting to someone from Spar. That was annoying as I was in a hurry however I said nothing waited on the queue until eventually it was my turn and those consultants had gone inside to work at this point. The CSC (Chumani) calls me and as soon as I get to him he turns to assist someone that had come out of nowhere so I then just pressed a ticket for myself. The CSC practically screamed at me saying "NO! Why did you press? So I answered and said I'd like to make a transfer. He then kept asking the same question over and over again in an annoyed manner and was shouting at me. I didn't understand what he was going about coz I kept repeating myself until eventually I got upset and I told him to stop shouting at me I'm not a child. At this point everyone was listening and some were laughing. Then while that was happening a consultant (Ali) walks straight towards us at the entrance and continues to ask the samething and shouting also. So I asked her why can't I print a ticket for myself then she responds "oh now you ask why could you ask then". Then a consultant that was assisting a client walks up to print a ticket (I later learned that this was the ABM) and says nothing just goes back to her desk to continue assisting a client. Thr CSC and the other consultant continue assisting everyone on the queue but me until they finished. Then the CSC asks me did I see anyone printing a ticket there I said I don't know I don't work there. I DON'T UNDERSTAND HOW AM I SUPPOSED TO KNOW THAT? I DON'T WORK AT CAPITEC BANK AND ITS NOT MY JOB TO KNOW THAT, ALL I KNOW EVERYWHERE IN SOUTH AFRICA (GAUTENG TO BE PRECISE) I NEVER HAD THAY EXPERIENCE. I WASN'T AWARE I CAN'T PRESS THE TICKET BOOTH MYSELF. The bank needs to have a sign then to say only Capitec employees can press. They even had the nerve to tell me to apologise! What for? So after getting tired of this because I was later I straight up asked the CSC if he's going to assist me or not and he just said go sit over there. Then I asked him for the BM and he said he doesn't know where he is. I asked for the name he also said he doesn't know. At a loss I went to have a sit. The CSC would then basically shout across the bank Sisi hambo hlala pha and wena buti ambo hlala pha. Basically directing where to sit as to follow some sort of a queue and then tell you which consultant to go to. When you reach the consultant desk he then prints a ticket (this to me is very confusing and renders the whole ticketing system useless. Whats the point of having tickets if you only issue them when I'm already sitting with a consultant and in this Covid times why must we still be following a queue sitting on unsanitized seats one after another.) I get to the consultant and after being assisted I asked for the details of her colleagues coz I was going to report the incident with head office seeing Im unhappy with the service. The consultant (Siwe) very hesitant to give me the details (I had to make her talk and pull out the information to her) said she's going to call the BM to assist me. I said no I'm not interestefd in that my time had been wasted already and I was late and I'd rather deal with head office. Then she proceeded to call the said ABM (Sive not sure of the name here) she asked me what happened, this by the way is the same person who had gone to the ticket booth earlier so she heard very well what was going on but still comes to ask me. She doesn't tell me who she is and her role or anything other than what happened. I told her I'm late and not interested in discussing anything Ill do it with complaints. She then says no thats not allowed I have to tell her first and the RM (this is after I asked her for the RM details and she refusec to give me) needs to hear it from her. Now I know thats untrue becoz I used to work for Capitec before even though I resigned years ago that information can't be true. And I never aaid any of this to her because it's pointless information, I need to be assisted with good and transparent service like anyone, this is what the bank advertises anyway. Then she leaves and comes back to tell me that I need to get to each consultant and look at their name tags she wont tell me or write it down for me. Anyway the other consultant gave me names but couldn't give me the email address because they don't have it. So I left.

I just want to say that Elliotdale service is beyond appalling, its horrible. The consultants are not interested in helping clients, not just me but everyone in fact it's draining to even think I have to go to the bank. You guys lose professional customers because of the ba*****t level service Elliotdale consultants are giving. No learned person wants to be subject to such disappointing conduct, even me I'm never changing my salary to this bank. The service is appalling in the Elliotdale branch.

If a person does not want to work they need to resign and stop giving terrible service and ruining people's days, I left there upset and was talking about this experience throughout the drive instead of focus on other things because bad service really affects one's day. I'd like these untrained, unprofessional consultants to be trained (why do you employ people and not train them on the basics) Capitec in Johannesburg is not like this, hec even Umtata branches are not like this. I'd definitely like to have a word with the person that's on charge of this region, her/his consultants are poor in service. Why must we only get tickets when we are with a consultant. The consultants are busy with their phones while talking to you. The ABM was busy talking to her mother while attempting to assist me! How crazy is that?!! This branch is a big mess, and she was not the only one on the phone. The consultant assisting me (Siwe) was busy with another consultant sorting out their cards while I'm there in front of her being assisted. They trulh dony give a rats'ass about the other person. When I go to a bank Im not begging, I'm going there because I need a service and that service I pay for its not free and the employees in turn get their salaries from it, they're are not doing me a favour. (its a mutual relationship). Firstly I had to go to the bank for something I could have done at home because they didn't do it properly and they still went on to give bad service. I'd like to also mention this is not the first time this kind of thing has happened with me in this branch but the first time I decided not to report it because I just gave them the benefit of the doubt. The consultants again were busy on their phones and I was standing there with no one to assist and the one consultant that was doing deposits at ths time just decided to get up and leave and no one was helping only to come back 15 minutes later and not say anythin. When I asked him he just said he had gone to the loo (okay but let people know that you'll be back or ask someone else to hold the fort for you until you come back) and that time his colleague was busy on the other workstation with internal work on the work intranet.

Come on this needs to be rectified immediately, it is unacceptable. Contact me and explain the reasons for this poor service and why this branch is in such a messy state. If there itbwas possible I would rate this experience as a zero and not one star!

Thanks Sivu Adams ***