Unresolved Issue and Poor Service at Capitec Jewel City Branch

I am writing to express my frustration and concern over an unresolved issue and poor service I experienced at the Capitec Jewel City branch.

On the 15th of November 2024, I attempted to deposit money at the Jewel City ATM, but the machine abruptly went off while my cash was still inside. Alarmed, I immediately entered the branch to report the issue.

I was attended to by Joel Malwane, who works at reception directing clients. Instead of allowing me to see a consultant to properly log a case or provide a ticket, Joel wrote down my details on a small piece of paper, did not provide a case number, and turned me away. He advised me to take a picture of the note he had written as “proof” for any follow-up.

The next day, I called the Capitec Contact Centre to follow up on the matter. To my shock, I was informed that no case had been logged by the branch. Additionally, I was told that the way Joel handled the matter was not the standard procedure for such incidents.

Even more concerning is that the matter remains unresolved to this day, and the money I attempted to deposit has not reflected in my account. I am deeply worried that it might appear as though I have lost the funds altogether due to this mishandling of the situation.

It is unacceptable for a bank to treat a client’s hard-earned money so carelessly. The lack of professionalism and failure to follow proper procedures is appalling. As a loyal Capitec client, I expect better service and accountability from your staff.

**To Capitec:** Please investigate this matter urgently and provide a resolution as soon as possible. I need assurance that my money is safe and will be credited to my account without further delay. I also urge you to take corrective action to ensure incidents like this do not happen to other clients in the future.

This experience has seriously undermined my trust in Capitec, and I am expecting immediate feedback and resolution.