Case Number: ***9 - Pathetic and disappointing Service !!

Good Day Menzi,

Trust you are well.

It is with utter disappointment and frustration that I am sending you this e-mail. I loaded airtime via my Capitec Banking app to cell number: *** in the amount of R100 on the 11th of February 2025 at 18:45Pm.

The airtime I loaded did not reflect. I proceeded to call your customer care number to enquire what the issue was and to seek resolution. Your customer care consultant advised me that there was an issue with the network which caused airtime loaded via banking Apps not to reflect and indicated to me that Telkom's technicians were actively working on the problem. I was advised that the issue would be resolved within approximately 3 working days and that once the issue was resolved the airtime would reflect / the monies would be refunded to my bank account.

This was however not the case. The airtime still did not reflect and no monies were refunded to my account.

I again phoned your customer care call centre and was advised that they were still busy resolving the issue and that an escalation was logged in order to expedite the process. Further to this I was advised that some of the customers who had experienced the same issue had already been credited / refunded.

I left it at this as I was assured that an escalation was logged and that the issue was nearly resolved.

No further feedback was received from Telkom, no monies were refunded and the airtime still did not reflect. I again phoned your call centre today at 14:47Pm and spoke to Lethhle Biyela. To my shock I was advised that no escalation had been logged for my query hence not being resolved.

Lethhle logged an escalation - *** whilst speaking to him and provided me with your contact particulars.

As the Team Leader I expect you to listen to the recordings between myself and your contact centre in order to address the relevant consultant that did not log the escalation when they confirmed that they have. Please will you also give me feedback in this regard.

This is certainly not TCF! If this is not resolved immediately, I will further escalate the matter and post my experience on Hello Peter.

Looking forward to your response.