************* and terrible service

<div class="WordSection1"> <p class="MsoNormal"><span style="font-family: Tahoma, sans-serif; font-size: 11.211pt; line-height: 140%;"> </span></p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">To whom it may concern</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">Account number : <a style="font-size: 11.211pt; line-height: 140%;" href="tel: ********** 590"> ********** 590</a> (B. Ngesi)</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">On <a style="font-size: 11.211pt; line-height: 140%;" href="calendar:T2:Sa****ay 11 June 2016">Sa****ay 11 June 2016</a>, I went to your ATM in Mowbray to draw money.</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I withdrew R1000 but, surprisingly I received the notification that the money was received but the machine kept processing and not releasing the money. I stood and waited, but only received a slip which indicated that I had received my money. I immediately called the manager , who was about to assist another female customer, in the next ATM and explained this situation. I did this whilst at the ATM. He asked me whether I had my card with me, which I did.</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">He then instructed me to go inside the bank.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">When I got there, I was told to get assistance outside from the manager, I then told them that he is the one who told me to come inside.</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I then waited in the seat for about 5minutes.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">Then was assisted by one of the assistance, who called your call centre. She explained all that had happened. The Manager again came and explained the story to the consultant as he was also there.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I indicated to the Manager that there is a suspicious looking gentle man standing at the ATM.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">This gentleman used the machine before me and after that stood back in the queue again. He was wearing a Tan leather jacket.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">The Manager ignored that and just explained that the tall, white gentleman standing there is his friend and he is doing inspections.</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">What I found very strange about this entire incident is that the manager did not even try and investigate the machine. He did not care about this person I was talking about. Yet another customer also came after me complaining about the same machine and had encountered the same incident. The suspicious gentle was still there.</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">This inspector that the manager is talking about, was also standing in front of the ATMs yet did not also wonder why this gentleman kept going back to the same ATM each and every time a person finished using it.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">The next concern to me is why would the machine not be closed if customers were complaining about it.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">After the consultant had told me that I had to wait for 7days so that an investigation can be conducted, I went outside again and this so called inspector was still standing there and I asked him why the machine is not being closed and how can the machine not give an error when 2 people (too many) had experienced problems with the machine.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">He just smiled and just said the bank is busy they can’t close it.</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I find all this very strange. In fact I don’t trust anyone that was there on Sa****ay.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I have lost trust in the bank itself. I thought Capitec is the safest bank to use. When the Manager was there, I felt safe. But it appears to me that something else is going on here.</p> <p class="MsoNormal"> </p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I was now inconvenienced so much.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">Why would I go and draw money on Sa****ay, when I can only use it after 7 working days<span style="color: #1***7d; font-size: 11.211pt; line-height: 140%;">?</span></p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">This was all just not fair and something tells me there is more to this.</p> <p class="MsoNormal"> </p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I need to find out what steps will be followed in order for you to be sure that I did not get my money? I want to know how you are going to investigate this and I hope you have cameras too to prove to me that your bank has done a proper investigation as I want my money, which I did not get from you..</p> <p class="MsoNormal"> </p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I need my money sooner than 7days.</p> <p class="MsoNormal" style="font-size: 11.211pt; line-height: 140%;">I don’t trust anyone in that branch.</p> </div>