Poor customer service

I would like to share my recent experience at Capitec Alwal North branch.

First and foremost, I would like to commend Phila, the consultant who assisted me. She deserves a 5-star rating out of 5. Phila was patient, took the time to explain everything clearly, and made sure I fully understood the process. All my questions were answered thoroughly, and I truly appreciate her support.

However, my overall experience with the service at the branch was less than satisfactory. Upon arrival, there was a consultant supposed to assist customers with ticketing based on the required service. Unfortunately, when I arrived, no one was present at the entrance. After a while, a lady came through, but it appeared she was more focused on chatting with her colleagues rather than greeting or assisting customers. She eventually told me to "sit down," but I was not given a ticket immediately. When I politely approached her and asked for a ticket, her response was curt: "I said sit down, I will give you" in a firm tone. After a few minutes, she printed the ticket and handed it to me.

Additionally, while sitting and waiting, I observed that many customers were left sitting for extended periods, while several consultants appeared idle at their desks. Phila was the only consultant actively assisting customers, which made me wonder if she was expected to manage the entire customer load by herself. Only after about 30 minutes did more consultants return from lunch and seem to help move the queue along.

In light of this, I would recommend conducting an audit or random visit to this specific branch to ensure that customers are receiving the level of service that is advertised and promised.