License Disk Renewal through Capitec

I am writing to lodge a complaint regarding the unacceptable delay and lack of communication concerning the renewal of my vehicle license disk through Capitec. It has now been over a month since I completed the renewal process via the Capitec app, and I am yet to receive the license disk or any meaningful feedback from the bank regarding the status of my request.

In an attempt to resolve the issue, I visited a Capitec branch, expecting to receive assistance. However, instead of Capitec taking responsibility for the matter, I was merely advised to call the number on the back of my bank card. Upon doing so, I was connected with a consultant who assured me that the issue was being logged and that I would be contacted by the bank. This never happened.

Following this failure in customer service, I attempted to escalate the matter through the Capitec WhatsApp helpline. The issue was logged once again, yet to this day, I have not received any response or resolution. Meanwhile, the funds for the license renewal have already been deducted from my account, yet I am left without the service I paid for.

Additionally, I was charged an extra R150 for this service, yet Capitec still makes it my responsibility to follow up with the licensing department myself. If I am paying extra for a service that is supposed to provide convenience, it is completely unacceptable that I am left to do the bank’s work while receiving no assistance from Capitec.

Capitec frequently promotes its commitment to exceptional customer service and convenience. However, my experience has been the exact opposite. If you offer a service such as license disk renewal through your app, it should function seamlessly and provide the convenience promised. This situation has caused significant inconvenience, as my vehicle's license disk has now expired, putting me at risk of penalties.

I expect urgent feedback regarding the status of my license disk and a definitive resolution without further delay. If Capitec is unable to fulfill this service, I require a full refund and a formal explanation for this failure.

I trust that you will take this matter seriously and respond with the urgency it requires.

Awaiting your prompt response.