Payment Break Request

On the 18th of April 2020, I had placed a call to Capitec Bank via the number: ***.

My call was answered by someone whose name and department I never managed to take down. I was transferred to Collections where I had spoken to Rethabile (that's the spelling I was provided by the agent). My call was specific, in that I was requesting a payment holiday for the loan I have with Capitec for obvious reasons. After a long a tedious conversation with the agent mentioned above, she assured me that no funds would be deducted from the nominated bank account at the end of April 2020.

On the 24th April 2020 at 19:27pm the repayment for the loan was deducted from the nominated bank account, despite the terms and conditions I had to agree to and despite having spent airtime (because agents are unable to make outgoing calls or send courtesy emails) speaking to your agent.

On the 25th April 2020 just before 11:00am , I called the aforementioned number and spoke to Ashwell who then transferred me to Ntombi in Collections. I briefly mentioned the call of the 18th to Ntombi and she almost immediately advised that she would escalate it to have the funds returned to my bank account. She advised this would take 30 minutes to 1 hour to reflect in the nominated bank account, 'it could even take 5 minutes' she said. Once again, she was unable to call on the progress of the above or send me an email.

As I did not want to be too much of a nuisance, I waited until after 13:00pm to call instead of 12:00pm (which ended the hour time frame I was given). I spoke to Ashley (no department provided) where she advised she would need to transfer me to Collections, after holding for about 2 minutes she returned and said that Collections has closed for the day (this was not mentioned by Ntombi in our earlier conversation). I requested to speak to the Manager on duty and placed on hold for more than 7 minutes (I now know the tune to your hold music) before ending the call.

After all of the above, yes there was money in the account and therefore the debit could go off but THAT WAS NOT YOUR MONEY TAKE! As previously mentioned, I requested a payment break as it was NEEDED.

On a side note, can the person who responds to this (telephonically) I hope, also be s****ed in handling ********** activities on the account.

Thank you.