terrible service

I am writing to escalate a matter that has remained unresolved for 10 working days, despite multiple follow-ups and a logged ticket- RITM***

On 1st November 2025, I purchased data via the Capitec Banking App, but I did not receive the data. Upon contacting MTN, I was informed that there is no record of the transaction on your side and that I should reach out to Capitec.

Capitec confirmed that the transaction was successful. I submitted my bank statement as requested, and was advised that the turnaround time would be 4–7 working days. It has now been 10 working days, and I have received no resolution.

I have: • Sent multiple messages to your Facebook page, only to be told the ticket is still open. • Called your call centre, where I was told the consultant who opened the ticket is unavailable and only she can assist. • Requested to speak to a manager, but was told the manager’s name is “confidential” and that I would receive a callback – which has not happened.

As a Claims Consultant working in customer service myself, I find this experience extremely disappointing and unacceptable. I paid for a service I did not receive, and I am now being passed around without accountability or resolution.

I am requesting: • Immediate escalation and resolution of this issue today. • A clear update on the status of the ticket. • The name and contact details of a manager who can take ownership of this case.

Please treat this matter with the urgency it deserves