Secure Chat Failed - Phone Support Saved My Business Account

I need to be honest about my experience.

My interaction with the Secure Chat on the Capitec Business app was extremely frustrating. The first consultant abruptly ended the chat without resolving anything. The second consultant clearly hadn’t read the previous conversation, so I had to re-explain the entire situation from scratch - and that chat also got cut off.

The third consultant, after I explicitly asked her to read the previous messages, did review them - only to give me the exact same ineffective advice as before. The final conclusion was that there was “nothing more she could do” and that the issue would be escalated to the back-end team. I was told to wait several hours for feedback.

No one ever got back to me.

At that point, I was seriously considering moving my business account to FNB.

Fortunately, my wife suggested I stop using Secure Chat and rather phone the Business Banking helpdesk directly. I called the number she gave me - and Linda Mthembu answered.

Within three minutes, she resolved the issue completely. No endless back-and-forth. No scripted troubleshooting. No escalation delays. Just competent, efficient service.

Linda genuinely restored my confidence in Capitec Business. My advice: skip Secure Chat and call the helpdesk directly. Thank you, Linda, for exceptional service.