Worst Service on a ***** case

Subject

Dear Capitec,

URGENT ESCALATION REQUIRED – CASE ***3 I am extremely dissatisfied and frustrated with the way my case, ***3, is being handled. I have been patient for far too long, yet every time I contact Capitec, I am given a different version of what is happening with my case. This is completely unacceptable. I was previously informed that the investigation was awaiting additional information and that Capitec was continuously following up to finalise the matter. I have now been told something completely different — that the investigator is still working on the case. To make matters worse, I was specifically advised that my outstanding money would reflect in my account by today, Thursday, 3 September 2026. I re**** on this information and expected this matter to finally be resolved today. Instead, I am once again being given another explanation and no resolution. How many more times am I expected to contact Capitec and receive a different answer? I need a proper and definitive explanation — not another generic response. I am therefore requesting that Hello Peter please intervene personally and have this matter escalated and resolved urgently. I have exhausted my patience with repeatedly having to call, explain the matter, and receive conflicting information from different representatives. I require written confirmation of the following: Exactly what is happening with case ***3; Who is currently responsible for the investigation;

What, if any, information is still outstanding; Why I was told that my money would reflect by 3 September 2026 if the investigator is apparently still working on the case;

The exact amount that is due to me; and The definitive date on which my money will be paid/reflected in my account.

I have been extremely patient and cooperative throughout this process. However, the continued delays, lack of communication and contradictory information every time I call are no longer acceptable.

I have complained on the Hello Peter, please intervene and ensure that this matter is dealt with urgently and brought to finality. I do not want another generic apology or another response telling me that the matter is “being investigated.” I need a clear explanation, accountability and a resolution.

I expect a meaningful written response urgently today. Kind regards, Prabashinie Premchand Case: ***3 Cell nr ***