Poor customer service, follow up and turn around time to resolve a simple query

I have allows find Capitec to be sufficient and convenient whenever I visited the branches.

27/01/2019 a ATM deposit was done into my account and the payment for some reason was misallocated. Logged a incident on 29/01/2019. I have provided the copy of the deposit slip with all the relevant information to assist but Capitec is failing to resolve this and cant commit to a turnaround time.

There is really a disconnect between the customer service at the store which is great and the service rendered at your call centres, this will be your downfall in the long run trust me.

Below is e mail correspondance between your rep. and myself

From: Sphelele Shange [ MTN South Africa ] Sent: Monday, 11 February 2019 7:39 PM To: Buhle Gqola (Business Support Centre) ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Hi Buhle,

Feedback on the below please.

Thanks

Warm regards, Sphelele Shange

From: Buhle Gqola (Business Support Centre) ********** Sent: Thursday, 07 February 2019 11:58 AM To: Sphelele Shange [ MTN South Africa ] ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Noted, thank you.

From: Sphelele Shange [ MTN South Africa ] ********** Sent: 07 February 2019 11:50 AM To: Buhle Gqola (Business Support Centre) ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Hi

Please use ********** 815 going forward.

Thanks

Warm regards, Sphelele Shange

From: Buhle Gqola (Business Support Centre) ********** Sent: Thursday, 07 February 2019 11:48 AM To: Sphelele Shange [ MTN South Africa ] ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Good Day

Thank you and apologies again for the delay.

I sent it to the number : ********** 488 Could you please advise if I should continue this number to provide feedback if I need to sms you again?

Regards Buhle Gqola (Business Support Centre)

From: Sphelele Shange [ MTN South Africa ] ********** Sent: 07 February 2019 11:45 AM To: Buhle Gqola (Business Support Centre) ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Hi,

Thank you for getting back to me, I did not received any sms correspondence on my phone, the information you guys are requesting for is on the deposit slip I sent you as per below sip

Warm regards, Sphelele Shange

Web| mtn.co.za

From: Buhle Gqola (Business Support Centre) ********** Sent: Thursday, 07 February 2019 11:39 AM To: Sphelele Shange [ MTN South Africa ] ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Good Day

The incident has been escalated and yesterday I sent you an sms ,requesting that you call in as the incident was updated and I required info from you, we are an inbound call centre and unable to make outgoing calls. I also left a note on the incident so that if you get through to another agent they would be able to assist.

The incident was updated and Admin Dept wanted to confirm the DNR(ATM) you made the deposit at. That is the reason why I sent the text message yesterday requesting that you call in.

My sincere apologies for the delay and inconvenience.

Kind Regards Buhle Gqola (Business Support Centre)

From: Sphelele Shange [ MTN South Africa ] ********** Sent: 07 February 2019 11:04 AM To: Buhle Gqola (Business Support Centre) ********** Cc: Client Care Centre (Business Support Centre) ********** Subject: RE: Missing Payment - From LM Shange To BS Shange -Reference number : ********** 4

Hi Buhle,

This is my third request to you, your escalation turn around time is 24 hours as per your website and now it has been 5 full working days with no feedback.

Warm regards, Sphelele Shange

From: Sphelele Shange [ MTN South Africa ] Sent: Wednesday, 06 February 2019 9:31 AM To: 'Buhle Gqola (Business Support Centre)' ********** Subject: RE: Missing Payment - From LM Shange To BS Shange

Hi Buhle,

Trust this mail find you well.

Could I have feedback on the below please.

Thanks

Warm regards, Sphelele Shange

From: Sphelele Shange [ MTN South Africa ] Sent: Thursday, 31 January 2019 11:16 AM To: 'Buhle Gqola (Business Support Centre)' ********** Subject: RE: Missing Payment - From LM Shange To BS Shange

Hi Buhle,

Thank you, noted.

I will await further feedback from you and your team do you perhaps have a turnaround time for me.

Thanks

Warm regards, Sphelele Shange

From: Buhle Gqola (Business Support Centre) ********** Sent: Thursday, 31 January 2019 11:13 AM To: Sphelele Shange [ MTN South Africa ] ********** Subject: RE: Missing Payment - From LM Shange To BS Shange

Good Day Siphelele

Apologies for the not so prompt response.

When you sent the receipt on Tuesday, I had already knocked off and I was off yesterday. I have attached the receipt and escalated the incident.

Reference number : ********** 4

I will provide you with feedback as soon as I receive it.

Apologies and thank you for your patience

Kind Regards Buhle Gqola (Business Support Centre)

From: Sphelele Shange [ MTN South Africa ] ********** Sent: 30 January 2019 10:36 AM To: Buhle Gqola (Business Support Centre) ********** Subject: RE: Missing Payment - From LM Shange To BS Shange

Hi Buhle,

Trust this mail finds you well.

Can I please receive and acknowledgement on the below.

Thank you

Warm regards, Sphelele Shange

From: Sphelele Shange [ MTN South Africa ] Sent: Tuesday, 29 January 2019 7:18 PM To: ********** ********** Subject: Missing Payment - From LM Shange To BS Shange

Hi Buhle,

Trust this mail finds you well.

Kindly find the attached ATM deposit slip as per my bothers conversation with you. He confirmed that the initial that were displayed on the screen prior to him completing the transaction was B.S Shange.

I will await you response .

Thank you

Warm regards, Sphelele Shange