*********** Service Level

So it takes Capitec exactly 2 (two) months to investigate a card charge raised on my account for which I am paying a fee of R 70.00.

When I met with the lady at the branch exactly 2 (two) months ago (15 February 2021), I was told that they will resolve the matter within 14 working days.

They called me yesterday (14/04/2021) and could not get hold of me as I deal with patients during the day and do not sit and wait around for an *********** member of staff from Capitec to call me two months later.

I received a notification yesterday (1st time) of their attempt to get in touch with me which was at 15:45 and called Capitec straight away. I was then told that nothing has been done re: the investigation which I am being billed for R 70.00 and now out of pocket of the initial amount debited.

I this morning received an email stating that they (Capitec) could not get in touch with me and that the matter will now be closed. So because we have a "back log" and don't feel like dealing with a query, we close it as it is convenient for us (Capitec). We (Capitec) have far more important clients to deal with. #***********

So this is the attitude we are dealing with, when entities grow bigger, and we start paying for fees we never used to pay for. Since the merge with Mercantile and the Home Loan offers we as clients are now paying for every single transaction which includes over the counter deposits up to R 150.00 (bank charge), and sms charges etc.

I was also told that they have a "back log" on queries, as if this is my problem as a paying client.

My question is: Why did Capitec allow the debit to go through on the 12th of February for a disputed purchase on 20/10/2020?????

How efficient are you as a financial institution, and in my honest opinion you are becoming more and more like the 4 Larger Institutions with the same attitude and lack of service.

This is why I moved away from all of the 4 Financial Institutions in the 2st place, as I will not be entertained with incompetence and or deal with arrogant staff.

Your service is starting to downgrade as you now already have a substantial client base, so you are not really concerned about service any longer. This is the norm.

I WILL NOT do the run around for a service I am paying, for a charge you approved on the 12th of February 2020, wherein the charge was raised only on 20/10/2021 !!! Why was I not called and asked if this debit should be passed as you did in the month of March 2021??

Sort out your mess, and refund the money owed to me or this matter will be escalated on all social media platforms.