****mers are aided to continue

This bank is the worst I’ve ever encountered and seems to primarily attract ****mers, allowing them to easily get away with de*****ing people due to the lack of follow-up on reported incidents. Last October, I reported being ****med just two days after the incident occurred. I deposited money into a *****ulent account and flagged this issue with Capitec, providing them with all the information they requested. I was told to open a case and that after an investigation, I would receive my money back. This created an expectation that they might resolve the matter and that I would potentially get my money back.

However, up until today, I have experienced countless back-and-forth emails between my bank and Capitec with no tangible response. I have contacted the call center and spoken to various representatives, including Lukhanyo, Verqueline, Gasbiah, Gugu, Samantha (twice), Lehlohonolo, Tokozani, Mtuli (twice), Lenah, Buhle, Sibongile, Nthabeleng, Lilly, and most recently, Lungelwa. Are you telling me that none of these agents were able to escalate my issue?

At the end of each conversation, I am asked to rate the service. What service am I rating? The hope and expectation that this might be resolved have completely vanished. My bank has also made attempts to assist, but I suppose we must accept that the low charges and benefits this bank offers come at the expense of other parts of the service. Sometimes you win, and sometimes you lose.

Thank you, Capitec, for your efforts. I am not even a customer yet, but perhaps I would have considered being one if there had been a single agent dedicated to escalating my query and following up on it, even if the response was simply that since I voluntarily deposited into the account, it was my problem, and there was nothing they could do. I would have stopped inquiring long ago and just accepted that I had been ****med. Even a message saying, “Thank you for bringing this to our attention; you have helped us to stop the ****mers, but unfortunately, we cannot assist you” would have been better, as I would understand that I was neither the first nor the last to experience this.