HORRIBLE CUSTOMER CARE

On the 25.05.2020, my Mother went to a Capitec ATM located next to the branch in King Williams Town to withdraw from her account. She requested for an amount of R2000 and the machine started processing her transaction. She heard the sound of cash about to come out and nothing happened. There was no security guard at the ATMs and she tried again (3 times ) and the money still didn't come through. She then panicked as the people behind her (on the queue) stated complaining. She moved from the ATM allowing other people to withdraw and their withdrawals were successful. It was in the morning after half past seven and the bank was still closed. She asked one of the people to assist her and the person confirmed that the funds are just not coming through. Mind you my Mother is not an educated person and she can't read the notifications coming through her phone during this period. She then went to do her shopping with the hope of swiping instead since the withdrawal was not successful. To her surprise she was caring someone else' card and not hers. She then went to the bank to stop her card only to find out that the fund had been withdrawn already. The matter was then reported and she was told that she will receive a call in the next 10 days. On the 27.05.2020 I received a call from a guy called Derren from Capitec saying that he can't get hold of my Mother. I told him that it might be because of the network problem. I asked him if he can get someone who can speak Xhosa as my Mother doesn't understand English and he said no my Mother must call Capitec and request for a Xhosa speaking Agent.

The guy was not willing to listen to the fact that my Mother is in the Villages and she will not be able to make a call to their Call Centre as she won't be able to understand the options given to her. I had to ask my mother to go the branch so that they can call the Call Centre. She went to the branch on the 29.05.2020 and she was told that all of this was her fault she won't be reimbursed with the loss of her money.

My Mother tried to withdraw 3 times and the ATM didn't issue the funds , was this investigated ? My mother had to ask a stranger due to the fact that there was no security guard at the ATM to assist her.