POOR SERVICE & A LACK OF PROPER CONSIDERATION WHEN APPLYING FOR LOAN RE-SECHEDULE

I have a loan with Capitec and I have been faithfully making payments of R1200 towards my instalment. Due to financial changes I am currently unable to fulfill my obligations of the full instalment amount. I therefore approached the bank for a loan reschedule to reduce my instalment to what I can currently afford R500 to R600. (At least for a period of 12 months) When at the Bank, I was told to speak to a telephone consultant for assistance. She advised me that the bank is willing to reduce almost R200 from the instalment. I tried to explain to her, that as much as I appreciate the reduction amount it does not assist me because I will still not be able to afford the R1000. She advised me that she could not help me further. I was rather disappointed by this approach from the bank. They clearly had no intention of seriously engaging me in this regard. They just decided on a figure without even considering my financials. This approach is shocking because should I cease to make payments towards the loan, the same bank will be charging me collection fees, interest and legal fees, escalating the debt even further and yet I have approached them in good faith and they have failed to assist me.

After the visit at he branch, I sent an email via the customer services email stating my concerns and requesting that the matter be re- considered. A reply was received within two days with a promise that I will have someone contact me regarding this issue. Till date, almost a week later, no one has contacted me. Further to this, the consultant I was dealing with on the phone by the name of Rethabile was not properly trained to deal with such issues, she was rude, abrupt, lacked telephone etiquette and lacked customer patience. I also alluded to this on my email and I was told the issue was going to be dealt with. At the branch, I was promised that the consultant's supervisor will listen to the recording and get back to me. To my dismay this has not occurred.

I have been a Capitec client for over 5 years and such service is unacceptable poor and I would not advise any one to join the bank regardless of the loan issue but due to the poor service they offer their clients. I myself intend moving banks soonest.