Poor service at the Pavilion Branch in Durban

<p>On Monday the 13th of February 2017, I went to the Pavilion branch in attempt to assist my younger bother to open an account. When I arrived at the branch I showed my documens to the gentlemen at the door</p> <p>I explained to him on our declaration form there is an error of the surname it is Mbhele instead of Mbele.</p> <p>He said we should proceed to the consultant and he issued me with a ticket A218.</p> <p> </p> <p>The gentle who assisted us is Sohail Hoosen, I explained to him the error on the form he said it wont be an issue. He continued to assist us but the process was halted by fact that we had brought my brother's ID instead of his recent smart card. The picture on ID did not match with the one on the system which was his smart card photo. Sohia Hoosen called Khanyi Melane to come view this and she said we have to come with the smart which matches th photo on the system. So we left as per instruction.</p> <p>We asked if we can go to another branch with the smart card the following day, Khanyi Melane said we have to come to the same branch because the card would be blocked.</p> <p> </p> <p>On the 14th of February 2017 we attempted to go to Capitec at the Pavilion branch but unfortunately we were too late and were not assisted. I had called on my way to the branch but was told if I arrive and the doors are closed I will not be assisted. The doors were closed it was 18:00 on my watch and were turned away as I begged and begged .</p> <p> </p> <p>I could not come early because my brother's attend classes after school monday to friday. And we need th e account before Thursday. Hence I begged.</p> <p> </p> <p>On the 15th of February 2017 we arrived 17:30, I cant remember the ticket number. Khanyi Melane assisted us and we had the same the form on we brought on Monday . Khanyi Melane said she cant assist us as the declaration form had an error it was Mbhele on the form but our mother's ID is Mbele.</p> <p>She said we need to come tomorrow, I said I will quickly go down stairs to our mother and make her sign and quickly come back with new form. She said I can do that if I want to. She said if I come and they are close she wont assist us . I tried to reason with her that we need this account I cant back to Pavilion branch again. The branch is not busy compared to the central branches I have been too.</p> <p> </p> <p>So I quickly ran down to my mother and signed when I came asked the gentlemen to let me in and he did. I told Khanyi Melane I am back she told they are closed she did not even look at the form. So I asked for her manager Keith Durais who told she has already explained to her. He looked at the form at the form and said it is impossible for this form to been signed by the same person he will not accept. As I had quickly ran out and came back and the form was signed. It is utterly impossible and he is not going to accept.</p> <p> </p> <p>I explained to him it is not my intention to come back to Capitec had Sohail Hoosen rejected the form on the first instance we would have sorted the form. I asked Keith to go down with to see my ill mother downstairs in the car. He refused and stood on his assumption that two different signed the form.</p> <p>I asked does him know how ill she is and he said no. So i asked what it is the basis of his assumption.</p> <p>We went back and forth and in the end I was still not assisted and I asked for the people they report.</p> <p>Keith Durais said Sohail should have accepted the form and he will discipline him.</p> <p> </p> <p>As I was not willing to go to the Pavilion branch again after the way we treated as **********. I went to another branch but the consultant told that the account has been locked.</p> <p> </p> <p>I am utterly digusted ny the manner the staff whose names I have mentioned above treated us.</p> <p> </p> <p>I sent an email to the regional manager Mohamed Sayed yestersday the 16 of February 2017, have not received any response.</p> <p> </p> <p>I am Capitec client myself the only reason for my brother to have the Capitec account was because of it cheaper rates .</p> <p> </p> <p>I do hope that I might get resolution to this issue and will not be going to the Pavilion branch ever again.</p> <p> </p>