Total arrogance and incompetence from Capitec staff

Good day, I sent through an email on the 15/06/2021 to capitec ( call center, complaints dpt, branch) with no response till date besides an acknowledgement email. We as customers must accept arrogance from their staff. Total dissatisfaction from Capitec. They have jobs is because of us customers

Good day all,

I trust you all are well and keeping safe.

I send the below email with digust and will post this on social media for behavior . Im appalled with the service i received from an Agent at a Capitec Bank. Totally *********** and unprofessional staff to handle customers. I visited Capitecs branch at Springs mall on the 13/06/2021. It was quiet and greeted by 2 very well mannered gentlemen (white n black) in front o unfortunately did not get their names. I explained one of them what i need to do and told me to take a seat he will assist me shortly. Few seconds the white gentleman told me follow him by then my number was called out to be assisted be Hlengiwe. So I walked to her, greeted and took a seat. I explained what i was there for. Firstly I said I require assistance to pay off my loan so i need to know how it can be done from my app. Instantly she said it cant be done from your app and 4 months interest will be charged so settlement amount is different.Yes i know the settlement is slightly more but 4 months? Why are we using Apps these days? For convenience!! I then said to her I was told by the call center agent i could do so from my app. Her disrespectful response was this is the branch and not the call center. Seriously!! . Its standard operating procedures for branch and call centers. How can they tell clients differently? Is this the way Capitec operates? I was very upset with the response and still insisting on it cant be done from my app. How does it help by saying you cant pay from your app constantly and have to do it at the branch . Whats the alternatives besides the coming into a branch? She gave me nothing !! Will this not infuriate a customer??? Yet im sitting in front of her and still could not find a solution. She did not even ask me for authentication to see my profile and get to my settlement which I asked for and never got. Whilst still waiting at her desk she then CLICKS HER TOUNGE at me . Did she expect me to sit there quietly and tolerate her arrogance against me. I asked did you just click your tounge at me and her reply was as what do think im going to sit here when you was rude to me. Yes call it rude and no respect but if you not been assisted and not getting a solution what do you expect the customer to be, all happy and laughing??? Who the hell she thinks she is to question me on respect. That actually tells you about her manner and respect for people. Maybe she displays that attitude in her house but i was not brought up to disrespectful and especially when you are the FRONT OF A COMPANY never. She was so unruly that a gentleman came in between us to stop the arguing.

Do you call her a customer liason agent? In training is this what was taught and how to handle and respect a customer. Total arrogance and lack of customer ethics. This is lack of proper management and HR appointing staff. Maybe other capitec clients and customers ignored her arrogance and unpleasant behavior but I will not let it pass me. Maybe you saw an indian and looked at me as a stupid. No my dear, Im not, when I know what i was told and im telling you what I require. She could not explain and get to a solution. Dont you think you are above anyone cause you not. She can never serve people. She must not listen to reply, she needs to listen to understand and assist or get someone else to help.

I called the call center yesterday and assisted by a lady called Phindile. Helpful, clued up and my Loan was paid in full R39909.68. And also confirmed that it's not 4 months interest it was few days because logic im paying of my loan before its time why 4 months interest to be charged, its charged daily as per Phindile. She told me its possible to pay from your app either transfer just that the interest will have to be eft or add capitec loan***) as a beneficiary which i did. All I need is a paid up letter.

So what was so difficult for Hlengiwe?? Sitting in comfort zone and judging people therefore.

I awaiting a response on this email and hope necessary steps will be taken with integrity by Management to ensure that this situation that this is not repeated.

Highly upset customer Mrs Govender