Subject: Extremely Disappointed with ***** Case Handling – Urgent Resolution Required

Subject: Extremely Disappointed with ***** Case Handling – Urgent Resolution Required

Dear Capitec Customer Care Team,

I am writing to express my utmost frustration and disappointment with the manner in which my ***** case has been handled. It has been over a month since I first reported the issue on 11 January 2025, and to date, I have not received any meaningful feedback or resolution.

The timeline of events is as follows:

11-Jan-25 (WhatsApp with Naomi): ***** case logged; instructed to email *****@capitecbank.co.za. (*** and ***) 13-Jan-25 (Email): I sent all relevant documents as per Naomi's instructions. (***) 16-Jan-25 (SMS): I received a notification that the case was preliminarily closed due to "no documents received," despite having sent them. 16-Jan-25 (WhatsApp with Nompumelelo): Informed that the case was escalated to the ***** team and feedback would be sent via SMS – no feedback was received. 16-Jan-25 (Email): Sent all documents again to ***** and ***** Operations. 16-Jan-25 (WhatsApp with Tracylee): Told that the matter was escalated – no follow-up. (***) 22-Jan-25 (Email): Sent to Client Care – no response. 24-Jan-25 (Phone Call from Tracylee): Instructed to send documents directly to her to escalate the issue. 31-Jan-25 (Email to Tracylee): Follow-up sent due to lack of service – no response. 07-Feb-25 (Email to Client Care and Tracylee): Sent another follow-up – no response. 24-Feb-25 (Email from Client Care): Response received implying that documents were requested on 24-Jan-25, despite having already sent all relevant documents multiple times. I find it absolutely unacceptable that I have had to repeatedly follow up with no action taken or updates provided. The level of service displayed has been nothing short of appalling. This incident has not only caused inconvenience but also raised serious concerns about Capitec's commitment to customer care and security.

I demand an immediate investigation into this matter, with a comprehensive explanation as to why my case has been neglected for so long. Furthermore, I expect swift action to resolve this ***** issue, including confirmation of all documents received and clear communication on the next steps.

Should I not receive a satisfactory response within 48 hours, I will be left with no option but to escalate this matter to the relevant consumer protection authorities.

I trust that Capitec will take this complaint seriously and restore my faith in your service.

I look forward to your urgent response.

Buddy Manuel ***