Transparency

<p>I went to a branch today with one of my employees to help her activate her capitec account since she was told that her account was frozen for Fica reasons. We arrived at Kagiso branch and produced her ID and proof of resident. We were told that she could not be assisted because of the contents of the letter wich was that the letter stated that her policy with Liberty life has been cancelled. I then asked what is the requirments about the type of document she produced, they then gave me a sheet showing what the requirements are, going through the sheet, the only requirement was that the letter should be less that than 12 months besides the fact that her name, address and date should be on the document. A consultant by the name of Keabetswe who didnt even have his name badge on and I had to ask for his name, plainly told me that because her policy has been cancelled she could not be helped. Now my question to him and the customer care lady by the name of Andile, was that if the contents of letter are so important, why is it not specified on their requirments sheet like other documents they require, instead the sheet only shows that it should be less than 12 months and nothing about the policy been active or cancelled. According to them, thats how it is and there is no where they could show me where in thier Fica policy, is such a thing stated. Is this what the bank calls transparency when you tell clients one things but actualy mean something else that is in invinsible fine print. I will am very disapointed with the service of both your Kagiso branch and customer care service where they fail to acknoledge that their Fica reuirments says one thing but they somehow apply their own discression as to how they apply the policy. This to me shows lack of trained personell who are given a duty to apply their discression incorectly. I am a banking client and i will certainly be switching out of the bank as this was the last time I recieve such bad service from some of your branches with ill mannered personell. The bank should really relook their strategy of employing service personell. Since I joined the bank back in 2009, service at capitec bank has gone from the best to the most pathetic one has ever seen. Dont preach transparency as one of your values but fail to practice it towards your clients. It will take time for the bank to get majority of clients to bank with them as long as their self made policies by their personell is continuesly done.</p>