Lost and found pair of sunglasses at Capitec Boksburg branch

I am writing and addressing this matter to Henk Smit, because I was told he is the Regional Manager for East Rand region. I have been a loyal customer of Capitec Bank for the past 7 years, and I have time and again received great service at all your branches including my own branches of Boksburg Trichardt Road and East Rand Mall, which is one of the main reasons I have kept Capitec as my bank. But to my surprise, on the date of 19th May 2018, I was at the receiving end of some very poor service at your branch. This matter relates to an earlier visit of Saturday 5th May, when I went to the bank to request a replacement card. On this day I had a pair of sunglasses on my hands and quickly rushed in. I was helped at Counter 1 and my request was professionally handled as per my expectation, however when I reached home I realised I had forgotten my sunglasses at the branch. I also realised that I could not go back to the bank as it was already closed. On Monday I contacted Capitec bank customer services number to request the branch telephone numbers but when I dialled the numbers I never came through. I called their customer services number again requesting the East Rand Mall number so that they could give me the Boksburg 's Trichardt Road branch numbers. They gave me the same numbers which did not help. I made a decision to go back to the branch on Saturday, since I work in Pretoria and could not go there during the week, to enquire about my sunglasses. On Saturday 12th May I went back to the branch, I spoke to the manager in charge (a lady wearing spectacles) and to my joy she asked the specifications of my sunglasses and I told her they were black and she told me that a pair of black sunglasses were left by a customer and had been found and put in one of the cupboards for safekeeping. She asked around if anyone knows anything about my glasses and two to three people acknowledged knowing about them. They tried to open the cupboards, unfortunately they were locked. I was told that the person who kept my glasses was on leave on that Saturday and was due to return on Monday. They took my cell number, promising to call me during the week. I patiently waited for the call which never came, and then decided to go back to the branch on Saturday to do a follow up. It was on Saturday 19th May, that I received the devastating news that shattered me and are the reason for this complaint. I was informed that although they had found my sunglasses and had acknowledged it, they could not give them back to me because CAPITEC does not have a LOST AND FOUND POLICY. I asked how could this happen that inspite of lack of this policy, they had told me they found my sunglasses thereby acknowledging possession of my spectacles. To me this is equal to theft. It is for this reason that I formally lay my dissatisfaction and complaint to you Henk Smit as the Regional Manager of Capitec East Rand region to assist. I was appalled at such a response and hope you would look into the matter, and make sure such an incident is not repeated. Your bank has been known to provide good services, and such events tarnish the bank’s name, so please address this issue soon. I request that Capitec effect some restitution to this matter and I had earlier in y email to Mr Henk Smit, attached proof of purchase of the sunglasses concerned. They are Falco Milano brand and the colour is black smoke. In your investigation the following should be determined to find the culprits; The ladies working on Counter 1 on the Saturday in question (Saturday 5th May). She took leave on the Monday immediately thereafter. Apparently stays in Vosloorus but not sure. The manager on duty of Saturday 12th May, who told me my sunglasses have been found. I can point out both the lady who was helping me in trying to find the sunglasses in the cupboards and the gentleman who told me Capitec does not have a lost and found policy.

Somebody has my sunglasses and is keeping them because she is protected by the bank. Looking forward to a favourable response, otherwise I have to report the employee to the police.

Regards