I am dissapointed

on the 30th of March 2021 at 10h02 am, I loaded R460.00 airtime 8ta on *** with my Capitec Banking app, sms came in that money came out of my account but didn't receive the airtime. which I then called the bank I was told to wait for 24 hours. I waited for 48 hours then called back, I was told they will log a query but advised me to also call Telkom which I did. Telkom confirmed that they don't see any airtime that was loaded but advised me that Capitec must log the query on my behalf so since Capitec told they will log a query I waited for two / 3 weeks then decided to send an email which reads below.

From: nompumelelo msani <***> Sent: 19 April 2021 1:27 PM To: *** Subject: Poor Service Good afternoon Capitec I bought airtime for R460 end of March which is 29/30 for cell number ***. I was not credited for that airtime. I called Consultant told me she can see the money taken to my account and I should wait for 24 hours. I then call again after 48 hours spoke to a lady consultant who then told she will take the matter up but I must call Telkom as well. I then called Telkom customer service and Telkom said the bank should log a query because on their side Capitec didn’t buy airtime from them and on my number there is no query from Capitec. I have been calling ever since with no luck of getting through. Holding for 10 minutes with my airtime still no help. Name: Nompumelelo Msani ID: *** Assistance will be highly appreciated. Kind regards Nompumelelo Msani Mobile:***

I then received the below response

From: Client Care Centre Sent: Tuesday, 04 May 2021 17:08 To: nompumelelo msani Subject: RE: Poor Service Incident# ***8

Good day Nompumelelo Thank you for your enquiry. I apologise for the difficulty that you have encountered with regards to this matter as well as for the late response. Kindly be advised that I have checked and found you had already been assisted with this with the reference of ***8 I trust you will find the above in order and I sincerely apologise for the inconvenience caused by this. Thank you for allowing us to attend to your query. Please feel free to contact us again in future. Kind regards Reon Schlosz Agent: Service Admin Contact Centre: Administration Services T +***3 F +***0 M +***0 GPS 33°54’3.7” S 18°37’27.1” E BSE Building, 89 Voortrekker Road, Bellville 7535 PO Box 12451, Die Boord, Stellenbosch 7613 capitecbank.co.za

which I then responded to with below Good day, thank you for the response. I have not been refunded with the airtime nor been refunded with my money. I have not received nor communication whatsoever.

Kind regards, Nompumelelo Msani ***

no response was given afterwards.

on the 11th of May 2021, I called and spoken to Thato Mphethuka spent more than 30 minutes on the call he insisted that IT says I received the airtime up until he said he will call me in 3 days with feedback. week passed with no response then I called again on the 17th of May spoke to Didintle and she promised me she sent an sms to Thato to call me back whom I haven't received a call from.

I have spent more than the airtime Ive lost trying to resolve the query.

Capitec please advise what is that I need to do to get service from you guys.

thanks,

Nompumelelo Msani ***