*********** staff and lack of will to solve urgent query

Capitec

I must say, appalled is an understated description of how I am feeling right now. On the 31st I had a question regarding missing money from my account. The Protea Glen Branch was “offline” so I could not get assistance there. I eventually got help from Mall of the South. Got assisted by Mbali and she gave me a TAT (Turn around time) of 7 days.

Yesterday I went to the Branch at Protea Glen mall and got assisted by a lovely and empathetic Refilwe (not sure of the spelling). She told me the resolution, which I disputed as it did not make sense to me. She hesitated not to quickly call Client Services for further assistance. Got through to Pinky (on a recorded line, might I add) who assured me that she sees that I need to be refunded and it’ll be processed in 24 hours. She mentioned that i should use the same incident number. Relieved, I acknowledge and wait the 24 hours.

I come to the same branch today and Refilwe jumped to my aid without even having to explain what my visit is for. We call client care and went through to three lazy bums (females, did not get their names) who (a) listened to respond and not understand, (b) rushed to push the query over to Refilwe and (c) was arrogant and sounded as if she could not tell what her job description is from a bar of soap.

Refilwe apologised once more and connected me through to Ronaldo (I nicknamed him CR7 because like CR7 he is excellent in his profession). He listened to my query, apologised for the inconvenience, paraphrased to verify understanding and empathetically set/managed my expectations. My personal opinion, he should be promoted to coach or train staff as he is not only good but is patient and has potential.

To my surprise, Pinky doesn’t exist at Client Services (according to the lazy bums), my query was not logged and I have to wait another 30 days for my query to be looked into (mind you Ronaldo even went as far as to asking if it could not be pushed because he understood that it did not make sense to wait for 30 days after already waiting 14 days for a query to be resolved but was unable to do so, understanding that he is separate from back office).

I honestly used to sing songs of praise about not only how safe your money is with Capitec but also how they make you feel respected and and valued. It is sad that I personally experienced the opposite of both points I sang praises about.