Inconsistent Processes And Appalling Customer Service

On the 29th of August 2017 my fiancee initiated a transfer of R1800 via the Capitec Bank's cellphone banking and the money was intended for a funeral contribution.

On the 31st of August 2017 we then realized that my fiancee used an incorrect cellphone number to send the money instead of my mobile number. We then contacted my contacts at MTN to enquire about the number and found that the number was not active on all mobile networks.

On the 1st of September 2017, my fiancee went to the Capitec branch in Jabulani Mall Soweto and never got assistance from anyone despite informing the consultant her critical issue she needed urgent assistance on - My fiancee was told to wait in the queue which she couldn't because she had to rush to the office that morning.

We could not go on the 2nd of September 2017 due to the reason that my fiancee knocked off late that Sunday.

On the 3rd of September 2017 my fiancee went to the Kempton Park Capitec Bank to have the transaction reversed and she was informed that the Capitec bank account that the money went into has not been active for the past 3 years. The bank's consultant went on to inform my fiancee that the reversal will take upto 3 weeks to be completed which is utterly ridiculous considering that the money is still sitting in an incorrect account -Apparently this feedback was provided by a consultant at the Capitec Bank's call center.

Today I called Capitec bank to complain (Ref Nr: ********** 5) about the turnaround time for the reversal and I was told that the query was not logged as there is no query or reference number for this critical query which is just appalling and annoying for a case of this nature.