Unfair Customer Treatment

<p>Good Day</p> <p>My name is Kgaogelo and I am a Capitec client. I haven’t been able to make transactions of my bank account for the past few days. The last transaction I tried to make was on Friday 22/07/2016 whereby I was attempting to purchase airtime for my Cell phone and for a friend. I tried using the cell phone banking service *120*3279# and it kept kicking me out. I resorted to the Capitec Banking APP as I thought it might be a service provider glitch. To my dismay, the Capitec Banking APP did not complete my transaction instead responded to me with a window stating”Function temporarily unavailable, try again later. You have been signed out of the Remote Banking. Ticket number: ********** 3”. I then resorted to the Internet banking site as my last resort with no luck but an advice instructing me to go to the nearest Capitec branch.</p> <p>On Saturday 23/07/2016 I decided to visit my nearest branch to resolve this issue and went to the Capitec branch in Woodmead. To my arrival I was assisted by a female consultant whom I wish to withhold her name for future reference that was very helpful and assisted me in looking into the problem. I explained to the consultant my problem and she investigated the problem. I provided her with my ID and did the finger prints process on site to access the system. The consultant checked and advised me that the forensics Department has put a hold on my account. She kindly contacted the Department and the department confirmed that they put a hold on my account but the Department could not provide with further details as to why they have put a hold on my account. The consultant tried to contact over 5 Forensic agents so they may help resolve this issue with no luck and advised there is nothing else she can do as she has exhausted all her options. I advised the consultant that I work on a daily basis and that the account is the account I receive my basic salary on and it’s important that I use the funds as I need the funds to assist in my daily expenses. I also advised that I cannot make an exception to visit any branch during the week as it was the reason why I visited the branch on a weekend.</p> <p>I left the branch in disappointment as no one could provide answers as to why my account is being put on hold. I resorted to contacting the Capitec customer care as my last hope and spoke to almost 5 different agents whom I wish to withhold their names for future reference. The very first agent I spoke did not provide a good customer service to me as she was impatient with me and was not attentive as she didn’t even try to understand the reason for my call. She confirmed with me on a recorded line that my account has been hindered due to *****. I did not like the way she was handling my enquiry and I asked if she could escalate the case as it’s a matter of urgency. She advised me that the case can’t be escalated and I asked if I could speak to someone else because I needed answers, I needed valid answers as to why my account has been stopped and advised me if I could hold the line while she consults her team leader. While I was on hold she dropped the call. I called again and spoke to a guy whom I also wish to withhold his name for future reference. The male agent was reasonable as he explained that the branch was supposed to assist me unfortunately the call cut as to what have seemed to be a glitch. I called again for the 3rd time now seeking answers and solutions and spoke to a female agent who explained to me that Forensics are currently investigating my account and cannot touch the account as the Forensics are busy with it. I made the last call and got assisted by a female agent who advised she will send a request to the Forensics so they can correspond with me as to why I’m experiencing difficulties.</p> <p>After all the trouble, efforts and funds I had to use just to get a clear answer and have the problem fixed on my account. None of these helped. My account is still on hold and I cannot access my salary. I am very unhappy with the service I received from Capitec because I did not even receive a notification or a call from Capitec to notify me that my account will be blocked. No one is providing valid and clear answers as to why I cannot access my funds and why my account has been blocked. I am the Cardholder, I legally opened this account at a Capitec branch, I provided my full credentials and I feel that it is within my rights to be able to access my salary and any funds on my account and therefore be informed about any decisions and changes that are being made onto my account prior to the decisions and actions taking place. As a Capitec client regardless of how much money I contribute to the account, I deserve to be treated with respect and put forward as a customer. I was using a different bank which never gave me these kinds of problems till a friend recommended that I use Capitec. I was quite skeptic about Capitec as it is a new kid on the block but ended up giving it a try because of the recommendations I was receiving about Capitec and the convincing “BEST WAY TO BANK” commercials I kept seeing on TV and I realised I made the best choice as I was very satisfied with Capitec Bank till I encountered this problem.</p> <p>Please refer to the desired consumer outcomes of the TCF as also attached below and inform me if Capitec Bank Limited Reg No: *** as a Credit Service Provider NCR Reg. No: NCRCP13 even has knowledge of these principles. Please pay close attention to outcome 3 and 6.</p> <p>Desired consumer outcomes of TCF</p> <p>The FCA has outlined six core consumer outcomes that it wishes to see as a result of the TCF initiative. These are:</p> <p>Outcome 1 - Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture <br />Outcome 2 - Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly <br />Outcome 3 - Consumers are provided with clear information and kept appropriately informed before, during and after the point of sale <br />Outcome 4 - Where consumers receive advice, the advice is suitable and takes account of their circumstances <br />Outcome 5 - Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect <br />Outcome 6 - Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.<br />Please investigate this matter and have one of your best agents corresponding with me to inform me about:</p> <p>1. Why my account is being on hold?</p> <p>2. Why there is a ***** allegation on my account?</p> <p>3. Concrete evidence indicating my involvement in ********** activities relating to my account</p> <p>4. Why I am being denied access to my basic salary?</p> <p>5. And lastly as referenced from the FCA six core consumer outcomes: outcome number 3. Why wasn’t I provided with clear information from Capitec and not being informed before about the holds and investigations on my account?</p> <p>Kind Regards</p> <p> </p>