Pathetic service

Good day ,

Trust you are well ,

To whom this may concern.

I would like to complain regarding very very poor service from Capitec bank. I am not sure what training you give your staff members- but its definitely not the best...I moved from Absa bank to Capitec and sometimes I really regret it. I made a payment on the 30th of October 2020 to my landlord in a FNB account on the 2nd of November 2020 my landlord asked me if payment was done, I confirmed that I have made payment and confirmed the account number I used which was a credit card. According to FNB bank the number is incorrect but my payment went trough. I went to the capitect branch in East Rand Mall Boksburg to request a recall on the payment they advised me it will take up to 14 working days but there might be a chance that I wont get my money back that I dont understand as its MY money who are they to tell me I might not get it back???? The consultant advised me that there will be a R160-00 recall fee deducted from my account once the money is reversed into my account. I got I letter confirming that the recall has been escalated. ( this was on the 2nd of November 2020 just after 14:00)

This morning as I access my banking app the R160-00 fee was deducted from my account but the R5400 was not yet been reversed into my account which I dont understand as the lady at the bank advised me that the R160 will only be debited once the R5400 in reversed into my account. My account is now in a minus as there was no funds in my account. I phoned the bank this morning and was advised that they are still busy working on the issue and it has not yet been resolved - its been 9 DAYS already and no one from capitec even tries to contact me to inform me whats happening?? this is pathetic service. I am the client why should I be the one that phones and do follow ups ?? It makes me thing maybe if someone else was dealing with my case and tried putting in more effort to resolve this - it might go a bit faster.

I really think this is PATHETIC service and I am starting to regret my move to capitec I am sure that ABSA would have been better and more of help with this concern.

I am really not satisfied with the service I am getting from you !!!

Hope to hear from you soon. Regards Adam ***