1 reviews | Active since Jun 2019
Ongoing Call Drops and Poor Consultant Conduct – Capitec Bank
I am submitting this complaint due to an urgent unresolved proof of payment query, as well as ongoing service failures experienced when dealing with Capitec consultants.
I require confirmation regarding credit card payments made on 25 December and 16 June, which were intended for my Nedbank credit card. Nedbank has advised that the funds were instead paid into a Capitec credit card, which would constitute an incorrect allocation. I therefore require Capitec to urgently confirm whether these payments were credited to a Capitec credit card and, if so, to apply an immediate correction. This matter is time-sensitive and is negatively affecting my credit profile.
While this specific Nedbank credit card enquiry has not been ongoing for an extended period, there is a consistent and unacceptable pattern in my interactions with Capitec consultants. Each time I contact Capitec and provide a clear directive and full context—particularly regarding the proof of payment—the call is abruptly dropped. Consultants routinely state that the call “automatically dropped,” despite this occurring repeatedly across multiple interactions, which strongly suggests a service failure rather than a system issue.
Consultants frequently ask irrelevant or repetitive questions, indicating that prior interactions are not being properly documented or reviewed. This lack of continuity forces customers to restart the process repeatedly and unnecessarily delays resolution. I have also struggled to navigate and obtain the required proof of payment from my main account, a matter that should have been resolved through proper guidance and effective case handling.
Most recently, I was assisted by a consultant named Libo (L-E-B-U), whose conduct is reflective of the broader issue. She placed me on hold and then abruptly dropped the call. Prior to this, she repeatedly muted and unmuted me, displayed a nonchalant and arrogant attitude, and failed to engage meaningfully with the enquiry. If the call was genuinely dropped in error, it is unacceptable that no call-back was made. This interaction serves as a clear example of the ongoing service failures experienced.
I am not prepared to make repeated calls for an issue that should be resolved at first point of contact, particularly where incorrect payment allocation and credit scoring are concerned. I request urgent written confirmation of the payment allocation, immediate correction where applicable, confirmation that my credit profile will not be adversely affected, and decisive intervention to address consultant conduct, call handling, and poor case-note continuity to prevent recurrence.
• Name: Makhosi Biyela
• Contact Number: ***
I am writing further to the call received today in which I was advised that the payments in question “were never made.” This assertion is incorrect and contradicts Capitec’s own system prompts.
The beneficiary (Nedbank Credit Card – ***43 3551) is preloaded on Capitec’s system. My only manual input was the reference number: ***. The payments were made from my main account ***) after funds were transferred from my savings account.
As reflected on the attached screenshots:
- The beneficiary screen clearly confirms that a payment was made;
- The system reflects “Last Paid” against the beneficiary, which can only occur if a transaction was processed;
- However, the transaction history and proof-of-payment trail are incomplete or missing, which indicates a system or allocation failure, not non-payment.
If Capitec’s position is that the payments “were never made,” then Capitec must formally explain:
- Why the beneficiary screen reflects successful payments on the relevant dates;
- Why the system acknowledges the transactions but fails to produce a full transaction trail, proof of payment, reversal, or confirmation of receipt; and
- Where the funds were allocated, if not to the intended Nedbank credit card.
These payments were made on 25/12/2025, November 2025 (currently missing due to a system error), and 16/01/2026. The absence of records is not attributable to user error, as:
- The beneficiary details were preloaded by Capitec;
- The correct reference (***) was used;
- Sufficient funds were available; and
- The system itself confirms that payments were initiated.
I must also place it on record that verbal explanations are not acceptable in this matter. I require:
- Written confirmation, supported by system screenshots and/or transaction logs, accounting for each payment;
- A clear explanation of where the breakdown occurred within Capitec’s systems; and
- Immediate corrective action to either allocate the funds correctly to Nedbank or account for their current location.
This issue is seriously impacting my credit profile. Nedbank has indicated that my account may be handed over due to what appears to be missed promise-to-pay arrangements, despite payments having been made. I am currently unemployed due to health reasons, and this unresolved system failure is materially worsening my financial position.
Should this matter not be fully investigated, documented, and resolved in writing, I will have no alternative but to escalate the matter to the Banking Ombudsman, including submitting the attached system evidence demonstrating that Capitec’s platform reflects payments that cannot be traced or reconciled.
I expect urgent written feedback and supporting documentation.
Regards,Makhosi Biyela***Reference used: ***
I am writing further to the call received today in which I was advised that the payments in question “were never made.” This assertion is incorrect and contradicts Capitec’s own system prompts.
The beneficiary (Nedbank Credit Card – ***43 3551) is preloaded on Capitec’s system. My only manual input was the reference number: ***. The payments were made from my main account ***) after funds were transferred from my savings account.
As reflected on the attached screenshots:
- The beneficiary screen clearly confirms that a payment was made;
- The system reflects “Last Paid” against the beneficiary, which can only occur if a transaction was processed;
- However, the transaction history and proof-of-payment trail are incomplete or missing, which indicates a system or allocation failure, not non-payment.
If Capitec’s position is that the payments “were never made,” then Capitec must formally explain:
- Why the beneficiary screen reflects successful payments on the relevant dates;
- Why the system acknowledges the transactions but fails to produce a full transaction trail, proof of payment, reversal, or confirmation of receipt; and
- Where the funds were allocated, if not to the intended Nedbank credit card.
These payments were made on 25/12/2025, November 2025 (currently missing due to a system error), and 16/01/2026. The absence of records is not attributable to user error, as:
- The beneficiary details were preloaded by Capitec;
- The correct reference (***) was used;
- Sufficient funds were available; and
- The system itself confirms that payments were initiated.
I must also place it on record that verbal explanations are not acceptable in this matter. I require:
- Written confirmation, supported by system screenshots and/or transaction logs, accounting for each payment;
- A clear explanation of where the breakdown occurred within Capitec’s systems; and
- Immediate corrective action to either allocate the funds correctly to Nedbank or account for their current location.
This issue is seriously impacting my credit profile. Nedbank has indicated that my account may be handed over due to what appears to be missed promise-to-pay arrangements, despite payments having been made. I am currently unemployed due to health reasons, and this unresolved system failure is materially worsening my financial position.
Should this matter not be fully investigated, documented, and resolved in writing, I will have no alternative but to escalate the matter to the Banking Ombudsman, including submitting the attached system evidence demonstrating that Capitec’s platform reflects payments that cannot be traced or reconciled.
I expect urgent written feedback and supporting documentation.
Regards,Makhosi Biyela***Reference used: ***