KB
Kim B
1 reviews | Active since Jan 2018
12 Nov 2021, 18:31
Incorrect data bundle purchased received
My daughter purchased a data bundle through the Capitec app on the 7th,she purchased 2GB for a month. She got the data but it said it expires on the 13th of November. When she called Capitec, they were extremely rude and told her she purchased the incorrect bundle. I've checked her statement and she purchased the 2GB for one month at R149. The 2GB for a week costs R120. Honestly, your staff should take the time to check and rectify the error which is obviously a problem on your app, instead of being rude to their customers. This matter had better be resolved promptly, your customers should get what they've paid for. No excuses.
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Replies (3)
Capitec Bank's replyOfficial
12 Nov 2021, 18:49Good day Kim
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards Capitec Bank
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards Capitec Bank
Best regards,
Capitec Bank's reply12 Nov 2021, 18:49
Official
Good day Kim
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards Capitec Bank
Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.
Kind regards Capitec Bank
Best regards,
KB
Kim B's updateReviewer Update
17 Nov 2021, 12:01Good Day Capitec,
As per your reply on 12 Nov 2021, you said you assigned this complaint to a designated office who would contact my daughter within the next business day. My daughter has had no phone call to date but did receive a sms today (3rd business day) saying you'd tried contacting her. Well you didn't try very hard if she's had no call. Why should she spend another cent trying to resolve this issue, when she got zero assistance when she call you in the first place. She selected a product on your app and paid for it and she received a different product from you.
This is not rocket science, you are able to see she purchased 2GB for one month, you can easily follow up with Vodacom to confirm that she was given 2GB for 1 week. I would hope you aren't in the business of doing your customer's in like this. At least have the decency to rectify your error and contact her to apologize on your own account.
Here's hoping you'll do the right thing.
As per your reply on 12 Nov 2021, you said you assigned this complaint to a designated office who would contact my daughter within the next business day. My daughter has had no phone call to date but did receive a sms today (3rd business day) saying you'd tried contacting her. Well you didn't try very hard if she's had no call. Why should she spend another cent trying to resolve this issue, when she got zero assistance when she call you in the first place. She selected a product on your app and paid for it and she received a different product from you.
This is not rocket science, you are able to see she purchased 2GB for one month, you can easily follow up with Vodacom to confirm that she was given 2GB for 1 week. I would hope you aren't in the business of doing your customer's in like this. At least have the decency to rectify your error and contact her to apologize on your own account.
Here's hoping you'll do the right thing.
KB
Kim B's update17 Nov 2021, 12:01
Reviewer Update
Good Day Capitec,
As per your reply on 12 Nov 2021, you said you assigned this complaint to a designated office who would contact my daughter within the next business day. My daughter has had no phone call to date but did receive a sms today (3rd business day) saying you'd tried contacting her. Well you didn't try very hard if she's had no call. Why should she spend another cent trying to resolve this issue, when she got zero assistance when she call you in the first place. She selected a product on your app and paid for it and she received a different product from you.
This is not rocket science, you are able to see she purchased 2GB for one month, you can easily follow up with Vodacom to confirm that she was given 2GB for 1 week. I would hope you aren't in the business of doing your customer's in like this. At least have the decency to rectify your error and contact her to apologize on your own account.
Here's hoping you'll do the right thing.
As per your reply on 12 Nov 2021, you said you assigned this complaint to a designated office who would contact my daughter within the next business day. My daughter has had no phone call to date but did receive a sms today (3rd business day) saying you'd tried contacting her. Well you didn't try very hard if she's had no call. Why should she spend another cent trying to resolve this issue, when she got zero assistance when she call you in the first place. She selected a product on your app and paid for it and she received a different product from you.
This is not rocket science, you are able to see she purchased 2GB for one month, you can easily follow up with Vodacom to confirm that she was given 2GB for 1 week. I would hope you aren't in the business of doing your customer's in like this. At least have the decency to rectify your error and contact her to apologize on your own account.
Here's hoping you'll do the right thing.
Capitec Bank's replyOfficial
17 Feb 2022, 21:05Hi Kim
Thank you for your patience as we worked through your matter. We can confirm that it has been resolved.
You may contact Client Care or visit any Capitec branch should further assistance be required.
Kind regards
Capitec Bank
Thank you for your patience as we worked through your matter. We can confirm that it has been resolved.
You may contact Client Care or visit any Capitec branch should further assistance be required.
Kind regards
Capitec Bank
Best regards,
Capitec Bank's reply17 Feb 2022, 21:05
Official
Hi Kim
Thank you for your patience as we worked through your matter. We can confirm that it has been resolved.
You may contact Client Care or visit any Capitec branch should further assistance be required.
Kind regards
Capitec Bank
Thank you for your patience as we worked through your matter. We can confirm that it has been resolved.
You may contact Client Care or visit any Capitec branch should further assistance be required.
Kind regards
Capitec Bank
Best regards,