LUCINDA at CAPITEC GANDHI SQUARE

I am EXTREMELY UPSET, and disappointed with the service I received from the Capitec Bank branch in Gandhi Square. I am utterly disgusted by the horrible attitude a branch consultant named LUCINDA gave me on 27 February 2018, between 16:30 and 17:40, at counter number 9 if I’m not mistaken. After being a client of capitec for probably over 10 years, and never ever having experienced such disappointing customer service, LUCINDA had to.

I went into the branch the previous week to make an arrangement on one of my accounts. I decided great help, and was advised to come in with my payslip. Before going in, I called Capitec on Saturday, 24 March 2018 around 09:00 in the morning and spoke to another GREAT consultant. She gently explained to me the terms of the arrangement, and we reached an agreement. In the course of the conversation we happened to discuss the change in my salary date, and as a result we agreed that it should be changed which she assisted with I believe. She then asked me to either call or go into the branch on Monday or Tuesday. I can’t remeber precisely if she also advised that I go into the branch or she just suggested that I call.

Then I decided to go into the branch with my payslip today. I get there greet Lucinda and she responds in a ****y way already, but I ignored it because I am not 100% sure that I’m reading her right or not. Then I tell her my story, she tells me “WE DO NOT MAKE SUCH ARRANGEMENT HERE”... then I ask her how would the other consultant could’ve made such an arrangement if they didn’t... She ignores me and dials the phone, this whole time she’s talking to me as if she does not want to help or she’s tired.

When the other consultant answers, she slightly twists my words and MAKES IT SOUND AS IF I DO NOT KNOW WHAT IM SAYING. Then she tells me that “THERE IS NO NOTE ON MY ACCOUNT of the arrangement I’m talking about” ... as I was about to answer, she ignores me and goes back and talks to the consultant on the phone... then it turns to me again and TELLS AND ADDRESSES ME THAT “YOU CALLED IN TO CHANGE THE PAYMENT DATE ON YOUR ACCOUNT ON SATURDAY, NO TO MAKE AN ARRANGEMENT”

I let her know that, that came up somewhere in the middle of the conversation, but was NOT the primary reason for my call...

The continues with a sarcastic smile and tone and tells the counslitant on the phone and myself that I AM TELLING HER CONFLICTING STORIES???? She told me like I was a KID THAT IS LYING TO THE PRINCIPAL, with such a DEGRADING AND BELITTLING TONE. Now already, she makes her colleague on the other line believe I AM A LYING AND DIFFICULT CUSTOMER! When I realized this, I asked to speak to the consultant on the line myself. She took her time, the later asked her if she’s okay with speaking to me, which she agreed.

At this stage SHARON (consultant on the line) is filled with the idea of me lying and being difficult. Now I’m feeling like an idiot, but I also know that if I don’t speak to SHARON my life will get harder. SHARON also attacks me with a bit of attitude and as upset as I was I try to stay as low as I possibly can, not because I can’t attack back, but because I’m in DESPERATE NEED OF THEIR SERVICES!

I tell her my story with the other consultant and the arrangement they said they would make, and she tells me that “NOW YOU ARE TALKING TO ME, AND NOT THE PREVIOUS CONSULTANT SO YOU CANT TELL ME ABOUT THE PREVIOUS CONSULTANT”........ WOW!! So I realize that they can actually make my life difficult if I don’t humble myself. So I tried to remain humble in the state that I was, and FINALLY a similar arrangement was made but at an even higher cost BECAUSE I WAS DESPERATE! I know it could have been cheaper, but a point had to be proven! As it is, I’m expecting a call from SHARON tomorrow and know very well that this complaint might ruin everything. However I cannot allow this kind of service to go unaddressed!

I’m a customer that pays for the services provided to me, and I will not be made to feel like a **** that doesn’t know their story.

I wanted to take it up with the branch manager but when I was shown the manager, I looked at majority of the employees and realized that they were more likely to be family members or friends and ARE MOST LIKELY to gang up on me, or address the issue in my eyes then laugh behind my back. Kindly note that THIS IS NOT HOW THE BRANCH MANAGER REACTED , but is merely a judgement and assumption based on several and real past personal and professional judgements.

So I kindly ask you, to PLEEEEEEEASSSE ADDRESS THIS BEHAVIOR! I’ve worked as a waitress and cashier in my juvenile years, I served clients, and not even ONCE have I given a client attitude or had a client complain. Not even ONCE! Hence I find it difficult to forgive such behavior. Kindly address it!