Low premium on customer service

I have been a client of Capitec for a number of years now. I recently took-up their offer of data at a very competitive price. I subsequently bought the Simcard and loaded it with Data. However, the telephone number allocated to the Simcard did not sit well with me, so I decided to port my number from another network to Capitec. I subsequently called into the porting department of Capitec and enquired what the requirements are for porting your number. I was informed that I should finish whatever airtime I had with the other network before I do the porting into Capitec. I duly did that and started the porting some days later, after depleting my account on the other network. However, to my dismay, my data was swiped-clean from my account. I subsequently enquired about this development on the Customer Care Line, but was met with indifference.

How do you treat a “new” client whom had just signed unto your new service like that?

I even went into the Silverton Crossing-Branch in Pretoria to lodge a complaint, but by the time of penning this mail, I had not heard from them, which is now two weeks later.

They put a low premium on customer service. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition. I surmise that I got “The Middle Finger” as soon as I left the branch, because how else do they explain the disdain treatment.

I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a client of Capitec when you are subjected to this level of service? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • How does Capitec -Management operate a business when they do not offer proper customer service experience compared to the other banks across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business? • Whether Capitec -Management are profit-driven or service driven?

It is unfortunate that I had to proverbially; “Rock the Boat” in order to air our grievance, but I feel that I have giving Capitec Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however, there has only been total indifference.

This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single Capitec has to endure this atrocious level of customer service.

I believe that Capitec can ill afford such conduct, not when it strives to position itself as the preferred Retail Banking Service in South Africa.

Furthermore, after conferring with my fellow community members, some also in the banking field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about.

I, therefore, feel that we have no other alternative but to bring this unsatisfactory conduct to the Capitec senior management’s attention and them take appropriate action to remedy the situation.