Incompetence with the worst service ever

In the middle of last month, March, I have been interacted with by ****mers and fell victim to the **** until I realized that I was being ****med, the ****mers made a transaction of R58.90 to my bank account which I did send back before I realized what was going on, this was forgotten about and I moved on from the time I picked up on the ****...

On the 24th of last month I received my salary which I had access to until a day or 2 later when I tried to swipe my card to make a purchase and it declined, I went to the ATM and my balance was showing on the screen but that's as far as it went, I could not withdraw or do anything else, so I logged onto my capitec banking app to find that my account was missing, next I phoned the customer service number where they have explained to me that my account has been stopped due to *****ulent transactions, I was told that I need to go to the police station and get an affidavit and take it to the branch with my ID so I did just that, the affidavit was to say that I was unaware of the **** activity going on, I was a victim of the ****...

When I presented documents asked for in the branch, I was told that it usually takes 24-48hours and I will receive feedback, that's what the first person assisting me told me, the 2nd person said that it will take up to 3-7days depending on weekends and holidays, this was the 31st of March last month, when I was giving in the documents I also was providing my salary slip and whatsapp messages of the **** as proof but was told that it's not needed, so I have waited patiently, I haven't paid rent, never bought food, I don't have transport money for work, I'm actually walking to work and back home since, I am having a problem with my landlord and my spouse because of the situation whereby I am not getting my salary back.

On the 31st last month I did express the importance of resolving this issue and I did ask, I was told that my account may be unstopped and I can continue to use it or my account may be just opened for me to remove my salary and they will block it again and I won't be able to have an account with them with my ID number in future ever again, when she told me that, I realized that they do not value my support as a client, and they are being judgmental and drawing up conclusions before the outcome even arised and I felt very small at that point to make the decision of not dealing with capitec ever again, all I have to do is wait as I was told to, to receive my money...

A week later I called customer service again as I had received no response from capitec, I asked them to transfer me to the branch I dealt with, and they referred me to the wrong place, I asked that capitec employee to transfer me to the correct branch and he said that he cannot, I asked for a contact number for the branch and they told me that there is no number, he has no access to it, I called customer service again and was given a contact number that says "the number I have dialed does not exist"... I continued to wait pass good Friday and the weekend...

Yesterday was the 10th of April and I have not received no feedback from Capitec whatsoever, so I called customer service again and explained to the agent exactly what was explained to me, including the 3-7 days turnaround time, and the agent then tells me that there is a backlog and it will take up to 30 days, and that's when I got furious due to not being informed correctly, however the agent did explain to me that if I do have another account, they can send my salary into the other account before resolving the stop on my capitec account because my salary has nothing to do with the incident... this new information put me at ease but at the same time I was angry to the max as this was information that was not given to me in the branch, and I've been waiting so long like a stupid for my own money...

So today morning I go to print out account details for my alternative account, I take it to the capitec branch and explain what the customer service agent explained to me and asked if she can please send my last month's salary into my other account, she then makes a call to a guy, they conversate, all in all, she gave me the same story they gave me in the beginning, she says that they cannot do that for me, she cannot call the forensics department because they don't have contact numbers like the past whereby they could be on the line with forensics and deal with something together at the same time, she scanned my account details of the new account, but she says they cannot send it, but if there is an instance where they can then they will or they will open my account just for me to take out my salary and then they will close it again, and I told her that, that's the exact same thing that they told me 2 weeks ago... no help and I was just feeling like I'm just being brushed of, I have no solid answers to my questions, she says that she will call me if she receives any feedback and there's nothing else she can do, I just have to wait...and that the system is offline, there system is always offline when you need the most help BTW... I'm being made like a stupid back and forth to hear the same song over and over again, they tell me things to get rid of me, but can't tell me anything worthwhile or solid as they all do not know what's going on, even in the branch, the agents helping me didn't know what to do, they had to ask each other the first and 2nd time I had been their, they were lost...

I just want all you capitec users to know that throughout this experience I have learned that capitec has no customer service, employees are all not on the same level of competence, they are not on the same page, the are not fais complient, it seems to me that they are nit fit & proper all round, as I did mention to the customer service agent yesterday, to work in the bank you need minimum RE5 qualifications to be an employee in order to give financial advice however they seem to be ***********, and my next step is to reach out to the ombudsman... I know I have made a mistake by falling victim to a ****, I am human, but this should not be the price to pay for it, being judged by your own bank as if you are a ********, and their don't care attitude to resolve our problems, I am having problems in my home now because of this because its as if i am a ****, there is high levels of stress and tension at home, my spouse and I suffer with anxiety and capitec is making everything worse and worse, and once I get my money back from them, which it seems that they don't want to give me, I will have nothing to do with them for the rest of my life, and even if I can help only just one person with this review, by refraining from falling into the same trap as me, then I did something good because to help just 1 person to not go through what I'm going through with capitec right now, then I have done a good job and a great deed in writing this review, I will spread the word about capitec to all my friends and family and I will make sure that everybody i know, knows about Capitec & I hope and pray to God that they all severe ties with this institution that renders horrific service...

I wish my rating could be zero stars because capitec does not even deserve 1 star at all... but that's how it works so...