NO CARE FOR ***** CASES

On the 26th of October we made an online purchase from what appeared to be a "South African" .co.za website. After making payment according to the sites billing amount we received a notice from Capitec stating an amount of almost R1000 more was deducted from our account. When the notification came through from the bank we noticed there was an international fee added to our bill which we concluded was because the retailer was actually an international using a local site.

We contacted Capitec ***** department immediately and informed them of the situation, the agent (Gugumemani) advised my wife to cancel any and all online purchase options regarding the account and told us "the investigation will take 7 to 14 days".

We also started contacting the retailer and realized that no interaction was happening with the retailer email address.

We contacted the department this morning wanting to know why we have not heard from any one or received the re-imbur*****t or anything and the lady currently manning the phone told my wife the process will take up to 30 days.

When requesting a manger to contact us as this was not the original information we were given we were told that MANAGERS do not call clients. Not exactly what a person wants to hear when your funds have been ****** and the department in charge of collecting them has un-caring staff working for them. As a manager I would think you would at least have a system in place where SOMEONE makes contact with the client to set their mind at ease considering the volatile situation.

We have been with Capitec Bank for YEARS and have had little to no trouble with their services. But if this is how they handle a situation as sensitive as ***** I think we would rather be moving our financial care to another institution...