Request to reinstate my account due to employee error

I feel really shattered at what has currently just taken place through no fault of mine. It couldn't have come at a worse time in my life after suffering both personal and financial loss. I appeal to senior management to urgently address my complaint and rectify it as a matter of urgency so I can get back on track.

I was informed yesterday, 27th August 2020 at my local Capitec branch that my account was handed over. This after having made an arrangement to pay on it. I later learned this was due to the totally irresponsible and unprofessional conduct of a Miss Gugulethu Nguni who failed to formalize my payment arrangement on the system at the call centre. This was confirmed to me by Ms Ladzani Makongoza who must be commended for finding the recording of the conversation between Ms Nguni and I. This incident is extremely upsetting and unsettling to think that Capitec employs such irresponsible staff. This has added to the already heavy emotional stress and turmoil Im currently undergoing during this depressing time in our lives due to the lockdown and a subsequent loss of income.

On the 21st of July 2020 I went into the Wynberg branch to inquire on the status of my account and also to inform them of my loss of income due to the lockdown. I was advised to apply for credit insurance and make a payment arrangement via the call centre. I was a given a number to sms with my id. no. On the 31st of July, I contacted the call centre and spoke to Ms Gugulethu Nguni. A payment arrangement was duly made for the amount of R500 to be paid at the end of August 2020 towards my loan and credit card. She assured me that this would prevent the account from being handed over.

I then visited the again branch on the 27th August to hand in my docs for the

Credit Insurance application. I was attended to by a Joslyn. When she went into the system, we found that my account was blocked with a message status that it was handed over on 5th August. She then called the attorneys, Nimble, who confirmed that it was indeed handed over.

My heart sank at hearing such bad news and I then informed her that I had made an arrangement prior to the account being handed over. That it was not my fault and if she could escalate the matter. She made no effort to do so and simply said that there was nothing that they could do. She showed no understanding or sympathy in light of my desperate situation.

I rely in my credit card mainly for the nature of my work that requires me to do a lot of travelling across the country and as a result requiring me to hire a vehicle. Without this facility I simply won't be able to do that. Ive been paying on this loan since October 2017 and had just a small balance of R6300 owing. And an arrears amount of just R1200 on my credit card.

I hereby like to request that the Bank reinstates my account to its previous status and allow the previously made arrangement to remain. This request is based purely on the fact that it was not me but the bank employee that erred by not formalizing my agreement on the system and had she has done that, my account would not have been handed over. I believe this to be a matter of integrity and accountability and a part of the banking code of good practice and ethics that banks must adhere to in order to ensure fairness and transparency at all times.

Even though the account has been handed over or sold to a third party, Im sure the bank has all the resources and means to atleast restore my credit card facility. Im not in a position to apply for a new credit facility. Your help in honourung my request in this regard will be highly appreciated and an indication of Capitec's loyalty and service to its clients.

Yours sincerely,

Mukesh Ramnandan

Email. ***