Urgent Complaint: Unresolved Issues with Credit Card and Loan Account

Dear Capitec Bank Complaints Department,

I hope this message finds you. My name is Anelisa Zide, and I am writing to express my extreme frustration and dissatisfaction with the recent experiences I have had with Capitec Bank regarding my credit card and loan accounts.

I have a credit card and loan account with Capitec Bank, both of which are currently in arrears. I am deeply disappointed with the level of service and mismanagement of my accounts, and I believe it is necessary to bring these issues to your attention.

On August 25th, 2023, I proactively made a payment of R400 to my credit card account to address the arrears. However, on August 28th, Capitec Bank debited an amount of R500.86 from my account without prior notice or authorization. I promptly contacted a consultant at your credit department to request the reversal of this unauthorized debit. To my surprise, the consultant informed me that they were unable to reverse the payment due to the absence of a payment arrangement.

I then proceeded to make a payment arrangement on August 28th, clearly stating that I would commit to making a monthly payment of R500.00 going forward. It was highly distressing to discover on September 3rd, 2023, that Capitec Bank had once again debited my account, this time an amount of R500.86, despite the payment arrangement I had made just days earlier.

Frustrated by these unauthorized debits and the inability of Capitec Bank's consultants to provide a satisfactory resolution, I visited the Capitec branch located in Howard Center,pinelands, Cape Town. on September 3rd, 2023. Sadly, the consultant at the branch could not offer any assistance and was forced to contact your head office. While on a call with a collections consultant, I experienced extreme rudeness and unhelpfulness. I was told that nothing could be done because I did not have a payment arrangement, which was clearly incorrect since I had made one on August 28th. I requested to speak with a team leader or manager, but the consultant refused to escalate the matter.

The situation escalated further when another unauthorized debit of R600 occurred on the night of September 4th, 2023, adding to my growing frustration and anger.

My experience with Capitec Bank's customer service, both at the branch and over the phone, has been nothing short of appalling. The lack of knowledge about your bank's own policies and products, combined with unprofessional behavior, has left me feeling utterly helpless and mistreated.

I am now left with no choice but to escalate this matter further and seek resolution and compensation for the distress, inconvenience, and unauthorized debits I have endured. I urge you to thoroughly investigate this issue, review the recorded calls, and take immediate corrective action to rectify these errors and address the inadequacies in your customer service.

I expect a swift response and resolution to this matter, as well as an explanation for the ongoing unauthorized debits. My faith in Capitec Bank's ability to manage my accounts has been severely shaken, and I hope that you can rectify this situation promptly.

Regards

Anelisa Zide