Unacceptable Debit Order Policy and Poor Support

I am extremely disappointed with Capitec’s service. Yesterday, I contacted WhatsApp support to cancel or change a debit order on my account and was assisted by Palesa, the highest-ranked team leader available.

I was told debit orders over R800 cannot be cancelled, which is false. During the four-hour process, she repeatedly gave incorrect instructions and even tried to make me reverse a legitimate payment, which I refused. She promised someone would contact me the next morning — no one did.

Later, I spoke to Athini, also a supposed team leader, who was unhelpful and transferred me to another agent to avoid a poor rating.

Capitec’s service has seriously declined:

WhatsApp replies now take over an hour just for the first reply.

Staff are poorly trained and misguide customers.

ATMs have disappeared.

The app is outdated, and cards often fail at FNB ATMs.

Account holders are no longer allowed to control their own debit orders — effectively removing customer control.

How can a bank not allow account holders full control of their own money? What if funds go missing because of this policy? Will Capitec take responsibility?

Capitec used to be efficient and customer-focused. Those days are gone.

Jason