Unhapppy client

Good Afternoon,

On the 18 February 2019 i was at the kraaifontein branch to inform Capitec that my mother has passed away and the i need a letter from the bank to provide the court so i could get a letter of authority. The consultant scanned in the documents and told me it will take 3 days. On the 19 February 2019 i then went back to check if they had sent through the documents and they said that they didnt and will do so now. On the 22 February i went back to the branch to ask how far the letter was and they said that they havent had any feedback and will call to find out what is going on. The branch manager the phoned me to come back as they needed to rescan the documents as my ID wasnt clear. I the did so they told me that it would take 3 days again which i disagreed on cause this wasnt my fault and im not willing to wait they will have to give me feed back on the 25 February 2019. I then went back that Monday and they said they will have to phone the head office to find out what happened, by this time i was highly irritated as i have to use my time each time to do follow ups. Later that day the branch manager called again to say i can collect the letter. On the 11 March 2019 i went to the Kraaifontein branch again with the letter of authority to request a 3 month bank statement and to check that her loan and credit card was paid up and closed they first told me that i could not get one cause the account is closed and that they need to contact head office to see if they can do it. On the 14th of the branch manager gave me a call to say i can collect the statements and with inspecting the statement i saw that on the 23 February R3197 went off from my mother account i went back to the branch and asked why they didn't freeze the account and why money was still going off the branch manager confirmed that it was a mistake on there side and that i need to go back to court to amend the letter of authority so they can reverse the payment i then refused and said that they are wasting my time and they need to rectify the mistake she then phoned head office and they said she can send an email with all the documents. 15 March 2019 i went back to ask find they had recieved feedback and she then call again which they haven't even acknowledged the email that was sent and now telling me that it takes 3 to 7 working days.

So the fact that your employees don't know the policy and procedures of the company and capitec is fast to deduct money from and account that should have been blocked and now that you have to pay back the money you want to follow policy is unacceptable i want this issue resolved within today and want a manager to call me. I have wasted a month with this bank and will not do that a day further.

This email will also be going to all social media until i get this resolved because as far as i know deducting money from an deceased persons account after you were informed of her passing is seen and ******* and theft.

Kind Regards

Chantell Martin

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