Unable to close my account

I opened my Capitec account with the intention of it becoming my main bank account. I planned to test out the bank before moving everything over from FNB. I was a bit hesitant as I immediately noticed Capitec Bank ran an unauthorised credit check on me, despite me not applying for credit with them. This resulted in my credit score dropping. When I queried this, nobody wanted to help.

I decided to give them one more try. Ironically, on the day I finally decided to move my debit orders over to them, the app randomly locked me out without me having made any attempts to log into it. A message told me to head into any branch to access my funds - in the middle of a pandemic.

With everything going on, I called the support line to check whether this process had been updated to protect Capitec clients' health. I was told they've activated my app again. I tried with the consultant on the phone and was still not able to log in. This time I got a message that "Remote banking cannot be activated. Visit any branch to replace your app."

This frustrated me immensely, as I'm obviously trying to avoid anywhere unnecessary during Covid-19. When I finally made time to visit your Gardens Centre branch on a week day, they were closed with no notice outside explaining why.

I reached out on Facebook for help. They simply sent me a link of branches that were open. The branch I went to was on the list. I reached out again asking why their list and reality were two different things and I received no reply. I reached out a week later. Again, I received no reply.

Today I decided to head into the Gardens Centre branch (where I originally opened my account) one last time. This time, with the intention of closing my account for good. I was told by the consultant that they can't help me as they're a mini branch and I need to head to a branch with deposit facilities. This makes absolutely no sense, as it's exactly the same branch that had the facilities to open my account.

There has been nothing but frustration after frustration and I have no intention of spending time and money to go out of my way in the middle of a pandemic to visit another branch to close my account.

If Capitec does not sort this out and ensure my accounts are closed within the next week, I intend on logging a formal complaint with the Financial Ombudsman about the unauthorised credit check that was run on me, the withholding of my funds (since I am still unable to log into my banking profile), as well as your refusal to close my account in an obvious attempt to continue collecting account fees from me while I'm held hostage as a customer.