Unresolved matter (Incident# ***2

below is the email I sent to Capitec Bank "Complains Department" on 08 Jan 2018, after consulting the bank numerous times.

Dear Client Care I took a loan of R77 000 with Capitec Bank in 2013 and my monthly loan repayments was R2,400. On 19 April 2016 my Bank settled the outstanding capitec loan balance of R49 567,50 for me after I requested the settlement amount from Capitec. I called the call centre in June 2017 to check if everything was in order and I was advised that all was fine as I didn’t get any confirmation for the settlement. On 19 December there was a debit order of R1918 that was run on my account and I called capitec on 21 December 2017 to enquire about the debit order and I was told if the Account is settled then the debit order was run on my account by mistake, then I reversed the debit order. On 22 December 2017 collection department called me about the reversed debit order and I disputed the debit order then I requested for a settlement amount as I was told that my loan balance in R3,300, the settlement amount was then sent to me on 22 December 2018 but unfortunately my company closed off on 22 December 2017 midday so I didn’t have access to my emails since then. On 28 December 2017 I received a call from collections department that my loan account is in arrears and that I must pay R1918 and that I must make a payment arrangement for the arrears, I presented my case to the lady who called me and she put me through to Client care department and I told them same matter and requested a settlement letter to be send to my alternative email address which it was then forwarded on 28 December 2018. Therefore since the 28 December 2017 I have been presenting my case to almost everyone at capitec who called without success/help. My issue is I cannot be settling this account many times and this account was settled in April 2016 already and on 03 January 2018 I got a call from capitec again and I told collections department that I will pay on Friday because I wanted some time off to think and really try and understand what really happened with my account. On Friday (05 January 2018) I went to the Capitec Morning Glen Mall because I wanted to a proper explanation before I settle the outstanding balance if I have to but to my surprise when the lady who was assisting me called in to client care and she was told that the reason my loan account was not closed was due to short payment of R0,41c after I paid R49 567,50 hence interest was then raised and accumulated on the R0,41c. so capitec couldn’t call or send a statement to me to inform me of the R0,41c. If this is how Capitec treat their customers then its not fair and unacceptable. How many times should I settle this loan account and where does one the get the money from this economic crunch.

Regards Boitumelo

response from Capitec Bank

Good day Ms Boitumelo Fathana

Thank you for your email.

It is with regret that we have been made aware of your poor service experience, I would like to assure you that we take great care in ensuring that we are as transparent as possible when in dealing with all our clients.

Please note that there are very strict protocols in place, to protect our clients and their information. Thus, email verification is not sufficient to release account information.

Due to the nature of your request, kindly contact our Client Care department on ***, once they verify you as the primary account holder, account/transactional information may be disclosed.

Alternatively, you may contact our Collections department on ***, should you have an arrangement in place.

Please accept my apology for any inconvenience caused.

Kind regards Saskia Jacobs Agent: Service Admin BSC: Service Administration

I am not satisfied with the response as they are not helping my matter.