Unacceptable Service

I made you guys aware on the 20th of December 2024 of a transaction that was not supposed to be debited from my account. You provided me with reference number *** and told me that someone will contact me for further details, and indeed someone phoned me back on the 21st of December. The lady’s name who phoned me is Akeelah. She asked that I forward her an email with some details on it. I sent her the mail as per her request, and to my surprise, you guys sent me an sms the following day telling me that the case has been closed since you didn’t receive my mail.

I phoned in the same day to complain about this, and I was asked to forward the mail again. I sent it about 3 more times since the first request and yet whenever I phone in to follow up, I get asked to re-send the mail. A few days later, I phoned in to follow up and the agent who was assisting me decided to open up another case under reference number ***. Under this reference, I still experience the same struggles as on the first reference.

I contact you guys every second day and whenever I do, I get told that the matter has been escalated and that someone will phone me back, but nobody ever does. I have spoken to Asa, Zikhona and Buhle via whatsapp, and all of them tell me the same thing that the matter has been escalated and that someone will phone me back, but never does. Your service is very poor and I urge anyone of the public reading this to close your accounts with Capitec. I can't suffer like this while there's other banks.

Here's free advice Capitec: Almost all banks offer the same services. The only difference between you and them is the service, and yours sucks, so you will lose customers if you keep on treating them like junk.