Immediate Payments Not Processed and Poor Customer Service

Formal Complaint – Immediate Payments Not Processed and Poor Customer Service Dear Capitec Bank, I am writing to formally lodge a complaint regarding two immediate payments I made on Sunday, 20 July 2025. Despite selecting the immediate payment option, both my beneficiaries did not receive the funds as expected. The total amount of R3,000 was split between two payments:

R1,600

R1,400

My account details are as follows: Account Number: *** I reported the issue to your call centre shortly after noticing the problem and was assured the matter would be resolved within 24 to 48 hours. However, to date, I have not received any feedback or resolution. Since then, I have made several follow-up calls, each time speaking to a different consultant who provided inconsistent and conflicting information. It has become clear to me that there is a serious lack of internal communication and transparency at Capitec. It feels as though your consultants work for different entities, given the varying responses I’ve received regarding the cause of the issue and the expected resolution time. Moreover, I have been quoted different service level agreements (SLAs) on each call, which is highly unprofessional and confusing. As a customer, I expect clear and consistent communication, especially regarding service failures. I am extremely disappointed in the quality of service I have received. I believe this matter has been handled poorly, and it reflects a serious need for customer service training among your staff. I kindly request:

A full explanation of what caused the delay in processing these immediate payments.

Confirmation of when this matter will be resolved and both payments will reflect with the beneficiaries.

A clear outline of Capitec’s SLA for immediate payment issues.

Formal feedback on this complaint.

Please treat this as urgent, as the delay in funds reaching the intended recipients has caused significant inconvenience. Kind regards, Sonwabile Mahobe *** ***