Sarcastic, Unhelpful WhatsApp Support & Zero Escalation Options

am incredibly frustrated with the level of customer service I received via Capitec’s verified WhatsApp channel. I contacted support this morning to report an unauthorized pending charge of R819.99 from Google. I was assisted by an agent named Zanele.

Instead of quickly helping me secure my account, the interaction was exhausting, pedantic, and frankly, sarcastic.

Here is what went wrong:

Poor Communication: After spending time explaining the issue and sending screenshots proving the subscription wasn't mine, we debated whether it was "*****" or a "dispute." When Zanele explained the card needed to be stopped and asked how I wanted to proceed, I clearly told her "Yes" to go ahead. Instead of confirming the action, she bluntly and sarcastically rep**** with a one-word message: "How?".

Lack of Empathy: When a customer is dealing with unauthorized money leaving their account, they need clear guidance, not an agent arguing semantics and acting deliberately obtuse when given the go-ahead to secure the account.

No Escalation Path: Because Zanele was being difficult, I requested her supervisor. I was told the supervisor was in a meeting. When I asked her to log a callback ticket, she refused, stating that the WhatsApp team "communicates via text only" and cannot log callback requests.

What is the point of having a verified WhatsApp support channel if agents are unhelpful, resort to sarcastic one-word replies, and have absolutely no way to escalate a customer to a manager when things go wrong?

I am deeply disappointed with Capitec's digital support. Dealing with missing money is stressful enough; dealing with Zanele made it ten times worse.