Minions dressed in suits

I am writing to express my complete frustration and disbelief at the level of incompetence I’ve encountered with your home loans division. I made a simple request back in mid-April to change my home loan debit order date from the last day of the month to the 27th. I was promptly told to fill out a form and return it signed, which I did on 30 April. I was then informed that there would be no debit for May and that I should make an EFT payment, with the next debit scheduled for 27 June.

Fast forward: On 5 June, your system debited my account despite me having already made the payment on 28 May. When I went to the branch, I was passed off to your home loans call centre – the same people who can apparently do nothing except repeatedly say, "I've escalated it," without resolving anything.

When I requested my refund, I was once again told to fill out yet another form – which I completed and submitted promptly. Your team wasted no time in replying, not to resolve the issue, but to tell me you don't accept digital or electronic signatures. It’s 2025, not 1995. I had to print, scan, and resend the form. Since then? Complete silence.

To make matters worse, your chat agents are consistently rude and dismissive. It's abundantly clear that Capitec prioritises offering overdrafts, loans, and selling more accounts rather than actually resolving issues or holding anyone accountable. Your processes are a maze of bureaucracy designed to frustrate customers into giving up.

I am tired of following your endless and outdated procedures while you casually mishandle my money. I expect my refund immediately. I will not be going through any further hoops or completing any more forms.