Poor customer service and lack of accountability from capitec bank

Poor customer service from capitec bank. Water was purchased through the capitec app. We inputed the incorrect meter number but the number was updated and corrected BEFORE the purchase. Again, BEFORE the purchase was made we checked that the meter number was correct. All seemed fine. Upon purchase we entered the code thrice only to find that there was an error.

We then checked the receipt only to see that the meter number was incorrect even though we checked that the number was updated and is updated to the correct meter number BUT on Capitecs side the token was purchased on the incorrect meter number.

We called in to report the fault to capitec and the response is laughable. 2 agents told us it was “impossible” for the app to have had an error when updating the number even though, when we called in they could not see the updated number on their end but on our app it was and is clearly updated.

The lack of accountability or just understanding is insane.