RUDE EMPLOYEES AT CAPITEC, VERY RUDE

URGENT ESCALATION: ***** CASE REPORTED ON 14 MAY – LACK OF FEEDBACK AND CUSTOMER SERVICE CONCERNS

I am lodging a formal complaint regarding the handling of my ***** case, which was reported on 14 May and remains unresolved.

Since reporting the matter, I have made numerous attempts to obtain updates and meaningful feedback. Despite repeated calls and follow-ups, I have been unable to receive clear information regarding the status of the investigation or when I can expect a resolution. The lack of communication has been unacceptable and has left me feeling ignored and unsupported.

I am also extremely disappointed with the manner in which I was treated during my interaction with Ms. Vallerie Jeftha. I felt that my concerns were handled without the empathy, professionalism, and urgency that one would expect when dealing with a customer who is the victim of *****. Rather than receiving reassurance and assistance, I was left feeling dismissed and frustrated at a time when I needed support.

As a 60-year-old customer who receives both my salary and pension through Capitec, I have trusted the bank with my financial wellbeing for many years. The way this matter has been handled has caused me significant stress and anxiety. I am currently in hospital, and the ongoing uncer*****y surrounding this ***** case has only added to my distress.

I am requesting the following as a matter of urgency:

• A comprehensive update on my ***** case. • Clear timelines for the completion of the investigation. • A review of my customer service concerns. • Contact from a senior manager or escalation specialist who can take ownership of this matter. • Written confirmation that this complaint has been received and formally investigated.

I expect this complaint to receive immediate attention. Unless I receive proper feedback and assistance, I will have no choice but to consider moving my banking relationship, including my salary and pension payments, to another bank.