UNACCEPTABLE SERVICE FROM TWO CAPITEC STAFF MEMBERS

THIS REVIEW OF TOTALLY UNACCEPTABLE SERVICE IS FOR TWO CAPITEC STAFF MEMBERS - LAUREN HARRIS AND DIBUENG NDLOVU.

I phoned Capitec twice and each time when I pressed 3 for Internet Banking, there was no sound on the phone and despite holding on, nothing happened. I phoned a third time and spoke to Lauren Harris advising her that my Internet Banking was suspended for the second time in a week. The way in which she spoke to us was totally unacceptable. She spoke over us when we were trying to talk to her and she treated us as if we are imbeciles and she said that she had to talk over us as she had to "EDUCATE ME". We asked to go through to a senior manager. I held on for ages and ages and ages and no one came back to me.

After holding on for an unacceptable length of time with Lauren Harris not coming back to us, we had to put the phone down and phoned a fourth time and got hold of Dibueng Ndlovu. When I told Dibueng that my Internet banking had been suspended she told me that she could not assist me and that I had to go into a Capitec Bank branch. It is unacceptable that she told me this as it is not necessary as I had the same problem earlier in the week and it was sorted out over the phone. I told her this and she then asked me security questions and told me that I had "failed" the security questions. I asked to speak to a Manager and Dibueng Ndlovu put the phone down on me.

I have just had my fifth call into Capitec due to the totally unacceptable service given by Lauren Harris and Dibueng Ndlovu.

I was so thankful to get hold of Precious Nkosi and received absolutely excellent service from her. During the week I had exactly the same problem and another outstanding caring agent assist us. I don’t know if I have the correct spelling of her name but I think her name is Noncsitsikelelo. The unprofessional, uncaring and unhelpful staff such as Lauren Harris and Dibueng Ndlovu spoilt the excellent service record given by other Capitec staff members such as Precious Nkosi and Noncsitsikelelo who give such outstanding service.

It is so sad that a few consultants who give poor service spoilt the normally excellent service given by many Capitec staff; sadly Lauren Harris is one such consultant and believes it is acceptable to talk at the same time as a customer and to talk down to a customer in the way in which she did.

I had people urgently standing waiting for payment from me and it Is unacceptable that it took over five phone calls and almost fifty minutes to get the matter sorted out.