POOR AND BAD SERVICE RECEIVE FROM CAPITEC

"Without Prejudice"

Yes, it is me again. Just tell me how many times I must still email you guys to inform you what the problem is and why I am unhappy with Capitec. Once again, the story from myside and I also blame the consultant that informed me not to pay my outstanding Cell C account as I followed his advice.

As per our telephone conversation yesterday, 27 July 2023. As mentioned, I am very unhappy with the level of service received from Capitec Bank. This is the first time I've ever received service like this. As you mentioned that I was preapproved, so what happened from being pre-approved and promises made to me when I was at the branch to be honored.

I also copied the CEO on in this email, which I think is also not up to par as he is not taking calls or speaking to customers, as well as the banking ombudsman.

As mentioned over the phone, you guys advertise everywhere that you must not apply for debt review and that you, as a customer, must first speak to your banker. So, as I am not a fan of debt review, I spoke to one of the consultants at the branch. The consultant then took all my documents, loaded it on the system and posted it. It was declined and he phoned the head office to enquire what the problem was.

That is how I found out about the adverse listing I had on my credit profile. He advised me that I need to get the adverse listing off and contact him again. So, I did that once the adverse listing was removed from my credit profile. He then did the application again; phoned head office and they advised him that I must get the adverse listing removed from my credit profile. I informed him numerous times about my cellphone account that was in arrears, which I also found out during this process. His exact words each and everytime was, nah Mr. Venter do not worry about the cellphone account, when the loan or credit is approved you can pay it in full. Well, as per advice from the consultant, I did just that. He knows better than me, so I thought.

After a few months struggling to get my name removed on the credit profiles and receiving and building up endless contacts in the process, I informed him once again, as he instructed me to do so.

This is where the problems start. He then turned around and said to me that I must do the application on the app, which I did and the app gave me an error each and everytime. He then said that I must apply for vehicle finance at the banks and if the finance was approved the Capitec will approve me. Once again a FOOL I did as he instructed me. I got a decline as well and by doing this it influences my credit score severely. Do you think it is fair? No, I do not as this is making a huge impact on my credit profile, just to listen to the consultant.

So, I imagine you can understand my frustration in this regard and that a SORRY Sir, do not cut it!!

Here is what I expect and want from Capitec. Due to this scenario, I want Capitec to approve a credit card or loan account in favour of me so that I can get my accounts paid in full and only have one please to pay each and every month. My salary is paid into my savings account on a monthly basis, so you are guaranteed to get the monthly installment each and every month. Also, I would like a dedicated consultant that I can phone when I have a problem or need to find something out, that can assist me and give me the correct advice.

I want an answer back from you before 16:00 today, 28 July 2023, or I will take this matter further. Also, I do not want an apology, I want answers as I am entitled to it.

If it was not for the bad advice from the consultant at the branch, then my cellphone account was paid in full, and it would not show as a huge amount outstanding on my credit profile.

Also, do not inform me that the adverse listing still shows on my credit profile as it does not. I made sure of it. I have proof that it has been removed from Compuscan, Experian and Transunion.

I also forward an email to the CEO of Capitec, but I do not receive any feedback. I want answers and I want it before 12:00 today, or I will take further steps. Maybe contact all the mayor newspapers to inform all South Africans about the bad service once receive from the branch and heads office.

I am beyond fed up now. Really. How long must a client wait to get answers from a Bank???