USELESS Complaints Team

<p>I do not know if it's the individuals Capitec hires or if it is the institution itself that is *********** and unprofessional. Why is there a complaints cabinet if the team players hired to solve clients complaints can't even solve a simple case? Pillar to post is another name for Capitec</p> <p> </p> <p>I was requested by Zonke and her management team to submit my proof of payment in order for my funds to be released. I send my proof of payment on the 21st Of Dec and got a call from Pheliwe Baartman on the 29th Of December. As per the telephonic conversation with Pheliwe, Pheliwe apologised for the delay and referred me to my nearest branch. I am self-employed and I am temporarily renting in the Lichtenburg area North West. I had to leave whatever I was doing and make an effort to depart from Lichtenburg to Mafikeng Mall which costs money to request the Mafikeng Capitec branch to assist me in calling the complaints department. Pheliwe advised we request her personally. Due to the distance, I reached the branch during midday. I explained my situation to the agent and the agent contacted the complaints department and requested if we could liaise with Pheliwe. We were advised Pheliwe is out on lunch and we will have to wait till she returns. We asked if there was anyone else in the complaints department that we can speak to and we were advised there is no one else, since the case was tagged to Pheliwe, she is the only agent who can assist with the case. Now this raised a concern as I have submitted more than 1 complaint to Capitec and they have all been dealt by a different complaints agent. This was alarming and inconsistent. As a commercial bank safeguarding clients funds, there should be a system workflow with notes for other agents to follow up on the case. It's so unprofessional to keep a client pending with such an invalid reason. I had to wait. I Went back to Capitec after a couple of hours to follow up and finally we did manage to get hold of Pheliwe. As the agent spoke to Pheliwe, Pheliwe informed the branch consultant to let me know that Capitec does not recognise SAMRO which is the company were the funds came from. Now this was very embarrassing. In case the agent assigned to read this complaint is *********** too, please be advised that SAMRO is the Southern African Music Rights Organisation which is a “copyright asset management society. It was established by the South African Copyright Act, and aims to protect the intellectual property of music creators by licensing music users, collecting licence fees and distributing royalties to music creators. SAMRO represents more than 12,000 Southern African music composers, lyricists/authors and music publishers. The organisation administers both performing rights and needle-time rights”. This is not rocket science but general information that can be simply obtained on Google. Capitec Bank is a South African commercial bank. It is one of the locally controlled banks licensed by the Reserve Bank of South Africa. Therefore please explain to me how does Capitec Bank not recognise SAMRO? This was so unprofessional. What made matters even worse is that Pheliwe instructed the agent to ask me for SAMRO contact details so they can contact SAMRO and make an enquiry about the matter. It’s quite clear that I am not the only client ever since Capitec started opened it’s doors to receive payment from SAMRO. Now this was very unpleasant and uncalled for. I really could not believe that I spent so much money to get this nonsense. Does this person even work for Capitec? Pheliwe’s behaviour was so disgusting and unprofessional. This is not how a commercial bank employee should behave. To think that I even submitted an original copy of the proof of payment received from SAMRO with the SAMRO letter head, stamp, address and contact details I still don’t believe that one could say they do not recognise SAMRO. I’m under the impression that the proof of payment requested by Zonke was not even attended to. I’m even wondering if the complaints cabinet even reads these queries. This was a very simple query, I do not understand why I should be sent from pillar to post. Capitec has always been at fault ever since the start of this case and this can be seen in the manner they handling this case, responding to the questions and of course doing what complaints cabinets do best which is delaying the case. This is was very bad experience for me as a client. I need this case solved within 24 hours and my funds released. I am not going to spend more money by going to Capitec to be disrespected like this. Capitec is not even covering my transport costs. This just shows that Capitec employees are not customer centric and do not put the client needs first. Please ensure training is provided to Capitec employees. </p> <p> </p> <p>Please provide all the call recordings as I need to submit these recording to the relevant parties as I suspect there is wrong information provided me. All your complaints agents corresponding is just contradictory. </p> <p> </p> <p> </p> <p> </p> <p> </p>