POOR SERVICE, NO CUSTOMER SERVICE, NO WORKING ATMS

On Thursday 29th November I went to deposit cash into my daughters account at Capitec branch in Bayside Mall.

Of the three ATMS there was only one working and this caused a long queue.

Finally one came online and I started the deposit transaction – I had just put the cash in the slot to deposit and the machine took it and it seemed to be a long time then it came back deposit error and the went offline without depositing the money or giving me a slip to say money had been deposited.

I immediately went into the branch and spoke to a consultant who opened a query (***) and said it would take 24 hours to get a answer on this problem of the cash being swallowed by the machine.

Today on the 1st December I went into the branch as I was concerned at hearing nothing back from Capitec bank only to be told that the query was resolved and that a deposit of R250 was done. My cash deposit was in the region of R3000 to R3500 (unfortunately I do not have the exact amount as I was doing the deposits in bits and pieces because your machines cannot handle large deposits). I had told the consultant it was about R3000 and she put this on the query so how can they say only R250 was deposited?

The fact that the branch has no control over the ATMS and could not open it immediately and get the money out is already a problem but now I have to wait for the company who collects the cash to do another check and this can take up to 7 working days. How is my daughter supposed to pay bills?

After this incident I deposited the rest of the cash I had with no issue and you can see on her account that an amount of R1510.00 and R410 was deposited – as I said your machines cannot handle larger amounts of cash as the slot is so small and the ATM’s are faulty.

I firmly believe that if you cannot provide the deposit service by having either a teller in the branch or more ATM’s to handle the customer requirements then what is the purpose of your bank.

Your staff just stand and nod when I ask questions, your manager just says there is nothing he can do but wait for the escalation query (***) to be done and then he cannot guarantee she will get all the money that went into the ATM.

So who has ****** this money from your supposedly secure ATM’s???

Your service is shocking and the fact that people have to stand over an hour in a queue to do a deposit on faulty machines does not say much for your customer service.

Again today I tried to deposit R200 into a friends account and it would not accept two notes. I had to deposit 1xR100 and then again do another deposit for 1xR100. If that is how the ATMs work then to deposit R3000 it will take 3000 deposits.

I strongly suggest you look at how your branches work, you do need tellers or in branch teller of some sort that a person can safely secure the money and deposit it (not have to try quickly count some out in a Mall where other people are hanging over your shoulder) and get the money deposited safely.

I bank with FNB and as much as I can criticize some of their practices – their machine deposits are easier as the place you put the cash for deposit is larger and easier to put the money in and they also have a teller at each branch for larger deposits.

About the only good thing I can say about Capitec bank at the moment is that they have a coin deposit system which helps with depositing a lot of coins.

1. Capitec need to relook at their ATMS quality as they are constantly not working at the branch in Bayside Mall Cape Town. 2. If you are not going to have a teller in branch for larger deposits then you need more ATMS – 3 does not service the area as the next closest place is Table Bay Mall which I cannot get to easily. You also don’t have ATM’s in general anywhere other than Bayside and Table Bay mall that I know of – when I ask at the branch they just say that is all there is nothing they can do. (lovely customer service). 3. This branch in particular need staff training on how to be there for customers – every time someone had a query about depositing money or were struggling the consultant who stands at the door was no where to be seen to help them. FNB at least have a consultant at hand when busy helping people who are not sure on the ATM’s. You don’t have to take over their money but guidance is good and stops unnecessary queues because a person doesn’t know what they are doing. 4. Please can you escalate and check what has happened to my daughter’s money (which is her salary basically) and find out who took it. I hope you have cameras in these ATM rooms as well because I don’t believe you that there was only R250 in the machine in question deposited.