Poor Service & Failure to Assist With *****ulent Transaction

Dear Capitec Client Care,

I would like to formally report extremely poor and unprofessional service received from one of your consultants when I called to report a *****ulent transaction on my account.

A transaction of approximately R700 went off my account without my authorization. I clearly explained numerous times that:

I did not sign up for anything,

I use a virtual card, not my physical card,

My online purchase limit is set below that amount, meaning the transaction should never have been approved.

Despite this, the consultant was rude, dismissive, raised his voice at me, and repeatedly stated that “Capitec cannot assist.” He made irrelevant and insulting suggestions such as asking whether I had checked with my sister. He also showed a lack of product knowledge regarding virtual cards and card limits.

This experience was extremely frustrating and unprofessional. Not only did the consultant fail to assist with a legitimate ***** case, but he also undermined the purpose of security limits that Capitec encourages clients to use.

I request that:

This matter be escalated to a manager immediately,

A proper ***** investigation be initiated on the R700 transaction,

The consultant’s conduct be reviewed and addressed,

I receive written confirmation of the steps you will take to resolve this issue.

If this cannot be resolved urgently and professionally, I will have no choice but to move my banking to an institution that values and respects its customers.

Kind regards, Nhlanhla Nkosi