Insincere client care by a major bank.

Capitec Client Care-Timeline 1: Ian Lavender/official complaint *** To whom it may concern, On the 16/03/2020 I went to my Capitec Bank branch in Sanlam Centre, Parow (13:15 approx) to get a new card as mine was lost. It took about 15-20 minutes for them to issue a new card. I then went to the ATM outside the bank to verify that the card was working and to check my balance. I put the card in and pressed "check balance" which then came up on the screen showing R5,398.00 plus/minus. On that screen it asked if I wanted to withdraw cash, I pressed the NO button. Then a screen came up with a large orange arrow on the bottom right of the screen saying NEXT. Being no other sensible options I pressed this button with no result. I did it again with no result and then an African man behind me stepped forward and said I should re-enter my PIN which I did. No result! I did this 3x in total and then a screen came up with a large orange arrow on the bottom left of the screen saying STOP CARD. I did this 3x also with NO result. I then pushed the CANCEL button 3x also with NO result. The African man who I did not look at so as to be able to recognize him except I remember seeing red and I think he had a rasta hair style, had disappeared. I immediately went back into the bank and explained what had happened telling the lady the machine had retained my new card. I explained in as much detail as I could what had transpired. ALL this took NO more than 5 minutes. The bank staff then phoned someone to get access to the machine. They took quite a long time to do this, maybe 10 to 15 minutes. Then they came back and told me that there is NO CARD in the machine and asked me please to check my pockets which I did although I knew the card was not on my person. I am 63 years old (pensioner) and am neither senile, nor stupid. The bank staff called a lady who I think was the branch manager. I AGAIN explained what had transpired. This lady then went to get authorization to open the machine!!! This again took 20 minutes, plus/minus. She opened the machine and found one card but this was not mine. I do not understand how the other lady could have said that there were NO cards in the machine previously. All this had taken a long time. They then checked the card activities and told me that R5000 had been withdrawn from the account at 262 Voortrekker Road. My balance now was ONLY R300 plus/minus. I asked about cameras and was told there were NONE!!! I was then advised to go to the centre management offices to report the incident. I did this and spoke to the Head of Security, a Mr. Pillai. He was very pro-active and immediately contacted some shops opposite the bank to ask them to check their cameras. They did this immediately and he showed me the pictures they sent him but none showed the 2 ATM's at the bank, they only show ques further back from the ATM's. I then went back down to the bank and spoke to the lady I believe was the branch manager. I informed her that I wish to file a formal complaint against Capitec Bank. I explained to her why I felt that the bank staff could have prevented my money being withdrawn if they had acted pro-actively and decisively. Politely she told me to use this method and handed me a leaflet named "Feedback".

This is how I view the incident. If the bank staff had acted pro-actively and decisively after hearing what had happened and gone and STOPPED my card the man would not have had time to withdraw my money. Furthermore Capitec Bank has not installed cameras at the ATM to protect and safeguard their clients from these kinds of ****s. The Centre’s cameras cannot see those 2 ATM's either and that's why Mr. Pillai asked the shops across to check their cameras. The pictures he received also did not show the ATM's only people standing further back. I did as instructed by the branch manager and went to Parow Police and filed a case but as at this time have not received the case number via SMS as they said they would. (15:32 17/03/2020) I strongly feel that Capitec Bank should reimburse me my money as they failed to stop the card timeously after being informed what transpired at their ATM right outside the bank. South African banks ALL know about these ****s and on hearing what I said if the staff had immediately stopped the card instead of wasting nearly an hour then this man would not have had time to withdraw my money. I sincerely hope that Capitec Bank train or inform their staff to recognize this behavior and act decisively to prevent this happening again especially when they are notified within 5 minutes of it's occurrence. I really feel Capitec did not do the right thing but wasted time asking me to check my pockets!!! The only person who did immediately act decisively was Mr. Pillai.

in anticipation yours, Ian Lavender.

PS: I have attached the incident report filed at the centre security office.

2: Original mail sent 15:55 17/3/20 with 3x Sanlam Centre report attachments. 3: Wednesday 14:16 18/3/20 Received confirmation SMS of complaint. Saying an agent will call me from a 087 number within 5 working days to investigate. Info: *** given *** 4: Wednesday 15:59 Received SMS from Capitec. Keenan from Service Admin is working on your query (incident ***0) and will be in contact soon. Info: *** 5: Thursday 15:48 19/3/20 Received SMS from Capitec. Keenan from Service Admin is working on your query and will be in contact soon. Info: *** 6: Monday 10:58 23/3/20 Received SMS from Capitec. Keenan from Service Admin is working on your query (incident ***4) and will be in contact with you soon. Info: *** please quote ***. 7: Again 10:58 Monday 23/3/20 as for 5 above. 8: 08:11 Wednesday 25/3/20 Mail sent to Capitec Client Care. Hi Folks, on Monday at 10:58 I think it was Keenan tried to call me on my mobile *** but unfortunately I was on a motorbike and did not hear the incoming call. I did send messages to the *** twice asking him to call back as I do not have any funds to buy airtime. I only have SMS still available. Please can Keenan call me this afternoon as I will stay home and be available on my mobile. If I get cash as I might buy the R50 I withdrew yesterday for airtime and call the number he gave during office hours. I would rather not as I need money for food. I am asking again that Keenan try this afternoon again, please so we can sort out this unfortunate incident. Regards, Ian Lavender. Ref: ***7

9: 08:17 Wednesday 25/3/20 Mail sent to Capitec Client Care.

*** Ian Lavender This is the SA Police case number. CAS 307/3/2020

10: 12:06 Wednesday 25/3/20 Mail sent to Capitec Client Care. Hi Folks, I can see a problem developing here! I have sent messages to the *** number trying to re-establish contact with Keenan to no avail. I am now going into Cape Town on the train and will not be able to answer my phone on the train. So please contact me after 16:00. I have also called the 087 number and it appears to call is stopped when I do. I might well be wrong. Please do not assume that I can answer my phone every time you call. Of course I will if I can.

Regards, Ian Lavender.

11: Thursday 15:31 26/3/20 Received SMS from Capitec. As for 5 above. 12: Monday 30/3/20 Received SMS from Capitec. Payment correction +R500.00 into Savings Account; Avail R499.72: 30-Mar. Info *** 13: VM Lite (MTN message) 10:57 Monday 23/3/20 you received a call from +***. Keenan? 14: VM Lite (MTN message) 10:58 Monday 23/3/20 you received a call from +***. Keenan? 15: Friday 12:15 3/4/20 At approximately 12:15 I called *** and was put through to Keenan. He told me that due to Capitec being unable to contact me, they had closed this query. He then said he would hand it over to someone who will re-open the query. They would contact me immediately as I told him that I was at home and available. No contact was made on this day! 16: Additional Information 17: 16:48 Tuesday 17/3/20 Message from SAPS. Case registered on 2020/3/16 at Parow Ref No CAS 307/3/2020 Station contact detail: ***. Do NOT reply to this SMS. 18: 09:18 Friday 20/3/20 Message from SAPS. Serg. GA Kotzee will investigate your case Parow Ref No CAS 307/3/2020. Unit contact detail: ***. Do NOT reply to this SMS. From ***. 19: 11:35 Monday 23/3/20. Message sent to ***. Please call me back as soon as possible. I don’t have any airtime. 20: 11:35 Monday 23/3/20. Message sent to ***. Hi is Keenan? My case *** Ian Lavender here, please call me back as I have no airtime. 22: 11:46 Wednesday 25/3/2020. This is urgent. Call me back. 23: 13:28 Monday 16/3/2020 Capitec: Your card daily limits were updated. Withdrawals R5000. Purchases R2000; mail/telephone orders and online shopping R3000. Info *** 13:28 Monday 16/3/2020 Capitec: Your debit card temp limits were updated. Withdrawals R5000; purchases R2000; mail/telephone orders and online shopping R3000. Info *** 13:28 Monday 16/3/2020 Capitec: Cash withdrawal –R4200 from Savings Account; Ref Spark ATM Suiderhof Motors Cape Town WCZA; Avail R1190.92; 16-Mar. Info *** 24: 13:34 Monday 16/3/2020 Capitec: Cash withdrawal correction +R2600 into Savings Account; Avail R3750.92; 16-Mar. Info *** 13:34 Monday 16/3/2020 Capitec: Cash withdrawal –R3000 from Savings Account; Ref 262 Voortrekker Road Cape Town WCZA Avail R347.92; 16-Mar. Info *** 13:34 Monday 16/3/2020 Capitec: Cash withdrawal –R400 from Savings Account; Ref 262 Voortrekker Road Cape Town WCZA Avail R774.92; 16-Mar. Info *** 13:34 Monday 16/3/2020 Capitec: Your debit card temp limits were updated. Withdrawals R5000; purchases R2000; mail/telephone orders and online shopping R3000. Info *** 13:34 Monday 16/3/2020 Capitec: Your debit card temp limits were updated. Withdrawals R5000; purchases R2000; mail/phone orders and online shopping R3000. Info *** 24: 13:36 Tuesday 7/4/20 Mail sent to Capitec Client Care. ESCALATION of Complaint requested. ATT: Complaint Management. I wish to escalate this complaint as Capitec is making a really poor effort to resolve this complaint. I am following YOUR procedures as per YOUR "Feedback" leaflet handed to me at Capitec Bank Sanlam Centre, Parow. You do not follow your own procedures and I have documented this for further action as I am now getting tired of this incompetence by your staff. You only use my phone to contact me and are fully aware of the problems using that means of contact. You will not use my email or refuse to do so !!!. This I find to be insincere behaviour on the part of Capitec Bank. Keenan told someone would contact me on Friday 3/4/20 to apparently re-open this query. It is now 13:36 Tuesday 7/4/20 and still no contact. This is NOT going to go away, I promise you. Ian Lavender. 25: 26: 27: 28: 29: 30: There is more to come as I will not walk away from this.