WARNING: Capitec Bank’s Customer Care Is a Joke. ****-TI-TEC

I use Capitec Bank for online purchases. An unauthorised double purchase was made on my card. I contacted the Merchant & they told me they didn’t double charge my card. I contacted Capitec Bank, 4 times throughout the week to reverse the purchase, I was originally told it would take 3-5 working days to reverse the charge & I would receive feedback on why there had been a double charge. It took 10 days to reverse the charge & I never received any feedback from any Capitec agent. I was willing to let Capitec Bank’s unprofessional method of doing business slide, because I hadn’t lost any money. Until the exact same thing happen to me, again. This time around, the merchant is a reputable South African retailer. I know for a fact that the error is with the MasterCard Secure system, which double charged me for the exact amount. Capitec is willing to waste my time, by telling me to contact the Merchant when the issue is on their side. Instead of doing their job & investigating the issue & provide me with feedback, I must call them & wait for an agent (since all Capitec Customer Care calls are answered by a BOT)! When I called Capitec Bank this morning, to find out why a 2nd online purchase was double charged, I was told my case is “still under investigation” & the issue has been “escalated”. I’ve come to realise that “escalated” at Capitec Bank is code for “we-hope- the-client- forgets-so-we-can-do-nothing-if-they-call-again-we-will-keep-them-on-the-line-for-as-long-as-possible-until-they-run-out-of-patience -sanity-or-airtime”. I can’t use my Capitec Card until they reverse the purchase. Thank goodness, Capitec Bank isn’t my main bank, I shudder to think if I had to depend solely on Capitec for banking, I’d literally be stranded, because Capitec’s agent drag their feet to resolve Customer Care issues & they have no interest, what-so-ever, to provide their customers a professional service. I am shocked at the amount of pure contempt & disregard Capitec has for their clients & I’m counting down the days when I no longer have to deal with them again! I bet Capitec Employees themselves don’t bank with Capitec, it would explain the lack of care they have for the company’s image. PS, they should rebrand themselves as ****itec and adopt the smiling-**** emoji as their logo, this way people would know what they are in for when they sign-up with ****itec Bank.