Digital Bad! F2F Bad! Service Bad!

App**** online for 2 kids accounts, and was then instructed to visit a branch to finalise and collect cards (digital experience ruined by compulsory branch visit). The confirmation letter says "if any documents are required, a consultant will call you". 10 days later, I call the Woodlands branch, and they confirm that all I need is my ID. When I get there, I am told that they need more documents! They stuff up, and feel nothing! All the impact is absorbed by the client! And what do they care! I drive home, get the documents and complete the application, which takes about an hour. An HOUR! A online application still takes 1 hour to finalise! Sjo'! 2 kids applications, both EXACTLY the same, barring names on the accounts,...and the agent completes it inconsistently. Seriously!

And the cherry, the branch manager wasn't working on Saturday, and no alternative was made available, so I asked for the manager to call me on Monday. Surprise, surprise,....no call received.

3 things: - don't offer digital services and fail dismally. Your "**** it" processes give you away. - and if you really want to make things happen,.....get the basics right. - Capitec will continue to outsmart you and take market share because of your lack of attention to client experience.

I still opened the accounts. Maybe you will offer better as we move forward. Else time to seek alternatives.