Poor client service

Good day Martha, thank you for reaching out and for sharing your experience. I’m really sorry to hear about what you went through, and I understand how distressing this must be for you, especially as the breadwinner for your household and someone running a small business. I can imagine how upsetting it must have been to visit the branch for help and then discover that your funds were no longer available. I truly empathise with how overwhelming and stressful this situation is, and I’m sorry that you felt unsupported at that moment. Your concern is important to us, and we’d like to make sure this matter is looked into properly. The best next step is to ensure that the incident is formally reviewed so the relevant team can investigate what happened and provide guidance on possible next actions. Please let us know if you’ve already logged a case or complaint at the branch. If not, we can guide you on how to escalate this for further investigation, or advise on the correct channel to use so your concern receives the attention it deserves. We appreciate you taking the time to raise this with us, and we’re here to support you. Please let us know how we can assist you further. Kind regards, Capitec Client Care