Staff feel they doing us a favour

With reference to my previous complaint on Hello Peter. I was called by Nothemba Nobanda on Friday regarding that post. How it baffles me when everything was put down on that post that she claims she doesn't understand, which if read it was my original email that i copied and pasted onto Hello Peter. I unfortunately do not speak any other language to have it written in. 1. Tell me what happen ?? 2.Which branch and area ??? 3.Time and Date???? 4.Agents name?????? 5.Reference no Seriously!!!! All of the above has been noted on my post including the reference no given when it was sent to via email. She repeatedly asked me for the above and everytime i said please refer to the post she would reply i dont understand your post and eventually puts the phone down. Its quiet frustrating to have to tell my ********** experience again. No checks done before calling me like check when the originally email was sent and to whom. Followed by Making points to ask the client regarding the service experienced. She could not give me any information on why it took over 2 weeks no reply besides receiving a email with reference number stating in 24 hours i will get a call. I called back and spoke to Emmanuel Rasebeka. Quiet helpful. Quoted my ref and he was able to pick the email. I explained my situation and my experience and he agreed it wasn't handled correctly. So what's so hard for agents to do their job with some research after all she is a complaints management officer and this is a way to handle my complaint. Agents are quick to make a customer look stupid and infuriate them but they put no effort to understand the entire situation AND resolve the problem.

Disagreement is just one of the many hurdles the bank will experience.But how should it be dealt. 1. How do you deal with situations ? 2.What steps where taken to ensure it was resolved? Losing a client or customer can cost the company a lot of money. Capitec is not willing to go the extra mile to make customers or clients happy. This demonstrates that CAPITEC does not understand the value of customer service. Your anecdote should focus on the positive outcome: "How the situation was de-escalated and kept the client happy going forward."

This will show you that the bank is not nursing an overblown ego and are eager to embrace a peacekeeping process. Not only can this type of attitude serve you well in the workplace, but it can also improve your relationship with the customer going forward as well.

Capitec is making no proper initiative to resolve this matter and does not take their customers seriously. I will not recommend it to anyone going forward. Ref no 1 :***9 Ref no 2: ***3