Shoddy customer service is allowed to continue!

This Covid19 Lockdown has been trying on us all.

As a client, I don’t complain when banks service fees are increased quietly on replacement of debit cards nor do I complain when there is NO designated ADT machine in a mall for the aforementioned branch even though there is ample space at the ground floor of this mall to make customers lives easier and safer in the deposit and interaction with THEIR money held at Capitec as per Covid19 recommendations. Though other malls sometimes have THREE ADT machines installed.

In fact, I try to avoid interaction with staff at any Capitec branch since the Covid19 outbreak, as the app and the ADT machines of Capitec serve its purpose amply and if only if it is absolutely necessary, do I engage with Capitec staff directly as in this case, a replacement of my Debit Card. For the most part, it’s a simple and efficient process. Yesterday afternoon, it couldn’t have been further from the truth. Your ‘welcoming agent’s’ attitude is much to be desired. She’s far more pre-occupied with taking temperatures (inaccurately to boot) and forgetting to alcohol sanitize clients and can’t even have the respect to wear a name tag. Her stupidly fancy mask isn’t even worn properly up to and covering her nose. And when called on her less than reasonable ‘customer service’, clients like myself are called rude and arrogant. Calling on the help of the Manager, sitting less 2 metres away was just awful & non-responsive and at the end of it, NO names were afforded to myself from either guilty party.

Had it not been for the truly professional service of Nozi, I would have rightfully lost my temper and the incident would have escalated into a less than savoury episode retold at customer service seminars of ‘what not to do’ when engaging in the banking service industry. This is not the first time this has happened at this branch, there’s a prior incident# ***1 in Feb 2020. I thought this cancerous attitude was excised but apparently there’s a need for another round of ups****ing & disciplinary action and possible terminations. Though I would have to resign, Zinhle, the guilty party herein to another career path altogether because I may have been the first to complain about her nasty & condescending behaviour but certainly will not be last.

I’ve taken the time to tweet the matter to Capitec directly: https://twitter.com/chan_Nav/status/***?s=20 as a matter of transparency and trust this issue will not be swept under the carpet and that it is attended to without delay.

----------------- This above-mentioned email was responded to on 9 June 2020 with an Incident# ***0. Wherein a promise was made for a follow-up from the Regional Manager. It didn't require a phone call rather an indicated effort to be made via email for corrective action. And still to date, NOTHING!

So how is it that this is allowed to continue to paying clients when the brand is brought into disrepute and from my most recent walk-by of the Capitec branch, the same perpetrating employees are still allowed to hold these positions of 'welcoming party'.

This needs to be dealt with NOW and without further ado