Poor customer service

I would like to formally report the extremely poor customer service I received from the Capitec Bank Collections Department. I was assisted by a lady named Lorreta Lukhela, whose manner of speaking to me was rude, unprofessional, and completely unacceptable. I am deeply hurt by how I was treated.

When I called, the line was not clear. I could not hear her properly, although she could hear me. I repeatedly said, “You are breaking,” hoping the connection would stabilise. Once the line became clear, instead of acknowledging the bad connection or showing basic courtesy, Lorreta responded by saying: “What was I supposed to do? Is it my fault that the line was not working?”

This response was shocking, disrespectful, and not the standard of service expected from Capitec Bank. As a client, I expect professionalism, empathy, and courtesy — not attitude or defensiveness. A simple explanation or apology for the network issue would have been the correct and professional response.

Her tone and words left me feeling disrespected, dismissed, and genuinely hurt.

I request that Capitec Bank urgently address this matter. I am asking for a formal and verbal apology from Lorreta Lukhela, as well as assurance that such behaviour will not be repeated with other clients.

I look forward to Capitec’s response and resolution.