**** SERVICE

[Dirk De Lange] [Johannesburg, Germiston lambton, Zip 1401] [30/04/2024] Capitec Bank The Reef Branch [Branch Germiston] Dear Sir/Madam, Formal Complaint – Loan Application for Medical Emergency I am writing to express my profound dissatisfaction with the service I have received from your branch at The Reef. As a loyal customer who has been banking with Capitec for several years, the treatment I have encountered is unprofessional and disappointing and distressing, particularly in light of my current circumstances. I recently app**** for a loan to cover urgent medical procedures required by my mother. Despite providing all necessary documentation, including details from the hospital, my application was denied. The reason cited was my employer's irregular payment schedule, which does not align with a specific day each month. However, this has been a known factor since the inception of my account, and it was agreed that payments could be made anytime between the 26th and the 1st of each month. Despite adhering to this agreement and ensuring full payment of each month, I have been erroneously placed in arrears for 12 months. This has unjustly affected my credit standing and, subsequently, my eligibility for the much-needed loan. The refusal to assist a long-standing customer in a time of medical emergency, based on a unilateral decision that deviates from our initial agreement, is unacceptable. I urge you to review my case, correct the discrepancies in my account, and reconsider my loan application. I trust that Capitec Bank values its customers and the principles of fair and equitable service. I look forward to a prompt resolution to this matter.