Poor service

Good day,

On the 11th of October an international payment was made to my account number but the money still has not reflected. I called the forex department several times and one of their agents advised me that the money won't reflect because they officially changed their swift code on the 11th of October 2021. They advised me that everyone that uses their services was notified including all banks around the world. I was never notified nor was the sender's bank. I then was told to obtain a MT103 from the sender's bank and every bank has one only to find that, that is false. Not all banks have that document, the sender checked and I also double checked. If I am not mistaken one agent told me that it would take 7 day for money to be refunded to the sender if it does no reflect in my bank account. When I called in again one said 30 days. Even their agents are ill informed. I still have not received the money nor has the sender.

I sent an email to the complaint department their took their time to respond with a case number and advised on the 10th of November that they will be an agent that will contact me in 3 days. To this day I have had no one from Capitec Bank contact me. Not by email nor via phone.

I am now collecting all evidence so I can escalate this matter further because this is not the first time that I am having trouble with regards to international payments.

In these times every cent makes a difference. I feel like they have ****** my money. And it is their fault that they changed the swift code without notifying me.