Mobile data not received 7 days after using Capitec Bank's mobile banking application
<p>Hello Peter,</p> <p>On Sunday, 19 February 2017, I purchased 3 GB mobile data for R299 using Capitec Bank's mobile banking application. I had not yet received data at 18h00 on that day. I then called Vodacom to find out why I had not yet received the mobile data. Vodacom's reply was that it had not yet received payment and that I should contact Capitec Bank in this regard. On Monday, 20 February 2017, around 17h30, I consulted Capitec Bank's Bloem Plaza Mall branch in-person. A call was logged with Capitec Bank's Head Office for investigation.</p> <p>Given that I had not yet received progress report on Tuesday, 21 February 2017, I contacted the St Andrew Street branch for a follow-up with the understanding that any branch can retrieve my query on the system. However, another call was logged. On Wednesday, 22 February 2017, I called Capitec Bank Head Office myself to request cancellation of the transaction so that I can get my money back. I was advised to be patient as the investigation was still being done.</p> <p>Considering that today, 26 February 2017, marks a full week since I had purchased mobile data and that Capitec Bank has not yet resolved the matter, I am requesting your intervention as follows:</p> <p>I do not want the transaction to be finalised anymore. There is no longer a need for the payment to be effected to Vodacom. Having been inconvenienced for a week already, I request your intervention so that I can get my money back. My reasons further include: (1) I have purchased 3 GB mobile data from a nearby shop a short while ago; (2) the continuing investigation on the Capitec Bank's side is too little too late because I will be getting my monthly data on Tuesday, 28 February 2017, at midnight. Seeing that Capitec Bank had a reasonable time to resolve the matter and that there is still no solution, it is in the interest of fairness to request credit on my savings account. I would appreciate your intervention. </p> <p>Regards,</p> <p>Tely</p>
I acknowledge your posting, and have referred it to Donorique Wessels for immediate attention.
Feedback will be provided within 3 working days, and I trust that this situation will be resolved to your satisfaction.
Complaint Management
Capitec Bank
I acknowledge your posting, and have referred it to Donorique Wessels for immediate attention.
Feedback will be provided within 3 working days, and I trust that this situation will be resolved to your satisfaction.
Complaint Management
Capitec Bank
Good evening,
I do not know where to start because I am in a state of shock about what transpired today, 27 February 2017. It is in the interest of fairness and Capitec's business image to apologise for having laboured under the wrong impression I got from Vodacom that Capitec had not transferred R299 for the 3 GB data I bought using Capitec's mobile banking application. It is for this reason that I decided not to reply to Capitec's e-mail to me - but on this platform where I had logged the compaint. However, I personally feel that Vodacom owes Capitec an apology for the following reasons:
Vodacom did receive R299 immediately for the 3 GB data I bought online on Sunday, 19 February 2017. I do not know and do not understand how its Customer Care agents who have been serving me since then had not picked the payment on the system. Instead, Capitec was unfairly blamed because I was told that Capitec should release the money. Rge following came to light today, after Capitec's Complaints Manager requested me to send a statement reflecting the transaction in question:
Vodacom did allocate the 3 GB data at the same time. However, the entire data got depleted because of the auto updates on my laptop. That is why the data disappeared within a split of a second. I was not even aware that it was allocated. But, Vodacom should have picked this immediately before I logged a complaint against Capitec.
The main reason why I am emphasising that Vodacom is to blame for this whole matter - to the detriment of Capitec's business image - is that I took my laptop to Vodacom's Waterfront branch in Bloemfontein on Sunday, 12 February 2017, so that the auto updates can be disabled. This was done. Hence, I bought 3 GB data a week after knowing that it would sustain me until the end of February 2017 when Vodacom will be allocating the monthly data as per our mutual contract. Clearly, the agent who had served me on the day failed to do his job properly because auto updates were still enabled. That is why I believed Vodacom that the technical error might be on the Capitec's side. In all fairness, Capitec has suffered an injustice, unnecessarily so.
I do not only apologise to Capitec, but I also want to thank the Bank for having handled this matter with a high degree of professionalism. My gratitude is also to Vodacom for having resolved this matter today because I managed to disable auto updates. Thanks to Vodacom's competent agent who assisted me telephonically how to disable auto updates. I also received 3 GB data immediately thereafter.
Regards
Tely
Good evening,
I do not know where to start because I am in a state of shock about what transpired today, 27 February 2017. It is in the interest of fairness and Capitec's business image to apologise for having laboured under the wrong impression I got from Vodacom that Capitec had not transferred R299 for the 3 GB data I bought using Capitec's mobile banking application. It is for this reason that I decided not to reply to Capitec's e-mail to me - but on this platform where I had logged the compaint. However, I personally feel that Vodacom owes Capitec an apology for the following reasons:
Vodacom did receive R299 immediately for the 3 GB data I bought online on Sunday, 19 February 2017. I do not know and do not understand how its Customer Care agents who have been serving me since then had not picked the payment on the system. Instead, Capitec was unfairly blamed because I was told that Capitec should release the money. Rge following came to light today, after Capitec's Complaints Manager requested me to send a statement reflecting the transaction in question:
Vodacom did allocate the 3 GB data at the same time. However, the entire data got depleted because of the auto updates on my laptop. That is why the data disappeared within a split of a second. I was not even aware that it was allocated. But, Vodacom should have picked this immediately before I logged a complaint against Capitec.
The main reason why I am emphasising that Vodacom is to blame for this whole matter - to the detriment of Capitec's business image - is that I took my laptop to Vodacom's Waterfront branch in Bloemfontein on Sunday, 12 February 2017, so that the auto updates can be disabled. This was done. Hence, I bought 3 GB data a week after knowing that it would sustain me until the end of February 2017 when Vodacom will be allocating the monthly data as per our mutual contract. Clearly, the agent who had served me on the day failed to do his job properly because auto updates were still enabled. That is why I believed Vodacom that the technical error might be on the Capitec's side. In all fairness, Capitec has suffered an injustice, unnecessarily so.
I do not only apologise to Capitec, but I also want to thank the Bank for having handled this matter with a high degree of professionalism. My gratitude is also to Vodacom for having resolved this matter today because I managed to disable auto updates. Thanks to Vodacom's competent agent who assisted me telephonically how to disable auto updates. I also received 3 GB data immediately thereafter.
Regards
Tely