Overcharges

To whom it may concern

I hope this email finds you well.

This email is to query the SMS notification that is still being charged on my account and yet I have activated in-app notifications on my Mobile App earlier this year.

I am quiet disappointed that when I queried these charges at the branch in Sunninghill today, 3 July 2021, the consultant Modiehi acknowledged that I have been overcharged but after a telephonic discussion with whoever she told me that I will not be refunded as I didn't go into the branch to deactivate the sms notifications. When I activated the in-app notifications there was no message to prompt me to go into the branch to finalize this new feature, otherwise I would not have activated this as for obvious Covid reasons I am avoiding going into the branch and this is why I took so long to query this matter.

It doesn't make sense to me that a feature was made available on the App and yet I am still expected to go into a branch during Covid to deactivate my sms notifications in order for the activated feature to work. It was also disappointing that I had to prove that this feature on the app didn't have an option to deactivate messages. I walked out as there was no effort from Modiehi to assist me eventhough she could see that I was being ****** by my own bank, Capitec.

I would really appreciate that my query is investigated and I am refunded the overcharges by Capitec as this is really unfair as I activated a feature to save on bank charges however I was still being charged by my bank not even a 3rd party and when I query this the response doesn't make sense that I should deactivate my sms updates in the branch and forget about passed overcharges. What happened to treating customers fairly?

Looking forward to your response.

Regards Renate