Ongoing Failure to Resolve Mobile App Access

Title: Ongoing Failure to Resolve Mobile App Access

I am deeply disappointed with Capitec’s continued failure to assist my wife in regaining access to her mobile app. After three separate visits to the Chief Albert Luthuli Street branch in Stanger, the issue remains unresolved.

Despite staff attempting to reset her facial recognition by removing her picture, the error persists. This means she cannot transact via the app and is forced to rely on ATMs — a major inconvenience in today’s digital banking era.

What makes this worse is the lack of proper guidance from employees, who seem unsure of how to resolve such technical issues. Capitec responded to my initial Hellopeter review suggesting I “chat with them,” yet no option was provided to do so. This leaves customers stranded between failed technology and unhelpful support.

Capitec markets itself as a leader in accessible banking, but when technology fails and staff cannot assist, the promise of convenience collapses. I urge Capitec to take responsibility, provide competent technical support, and ensure customers are not left without access to essential banking services.