No fingerprints - no help from Capitec!

After banking with the same institution for 28 years, I recently moved my primary bank account to Capitec. My wife also banks with Capitec. In early April 2026, we tried to arrange mutual access to each other’s accounts, as we are elderly and need this support for practical reasons. The difficulty began when my wife’s fingerprints could not be verified due to wear and tear. Although the consultant at the branch was helpful and spent considerable time with the Help Desk, the issue could not be resolved, even after it was explained several times. An incident number was eventually logged on the system (#1*** 4). Despite repeated efforts, the matter remains unresolved. So far, this has involved: • Three visits to the branch • Three email exchanges and responses (Case #***3) • More than five weeks of follow-up on what should have been a straightforward issue Modern technology should offer an alternative solution when fingerprint verification is not possible. Capitec’s CEO recently said that the bank remains “...focused on what matters most: making banking simpler, more accessible and more affordable to our clients....” Unfortunately, that has not been my experience. At this stage, I am starting to regret switching our accounts to Capitec, as this experience has been both frustrating and disappointing.