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Brandon P

1 reviews | Active since Jun 2026

12 Jun 2026, 08:09

Payment Deducted, No Service Received, and No Resolution Despite Promises

I am extremely disappointed with the level of service I have received.

I made a payment via Google Pay, and the funds were immediately deducted from my bank account. However, the payment was never allocated to my account, preventing me from booking a courier that I urgently needed for my business.

After contacting my bank, I was informed that the transaction was being held because the courier agent had not completed the required cash-up process. I then contacted customer support and was assured that the Accounts Department would resolve the issue promptly.

Unfortunately, despite these assurances, nothing has been done. The funds remain unavailable, my account has not been credited, and I have received no meaningful feedback or solution.

What is most concerning is that customers are expected to trust the payment system, yet when something goes wrong, there appears to be no urgency in resolving the issue. The money has left my account, but the service I paid for has not been provided.

This delay has directly affected my ability to conduct business and fulfil commitments to my own customers. A payment issue should not take this long to investigate, especially when proof of payment and transaction details have already been provided.

The most frustrating part is not the payment issue itself, but the lack of urgency in resolving it. Mistakes happen, but when a customer has already provided proof of payment and followed the correct channels, they should not be left chasing answers while their funds remain unavailable. This matter has now impacted my ability to conduct business, and I am still waiting for the resolution that was promised.

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Brandon P's update12 Jun 2026, 12:50
Reviewer Update
Update: Issue Still Not ResolvedI am updating this review as the matter remains unresolved despite multiple follow-ups with The Courier Guy and my bank.Since posting my original review, I have again contacted Capitec Business to investigate the transaction. The bank has confirmed that the payment amount of R346.50 was successfully processed via PayFast using Google Pay and that the funds are currently awaiting acceptance by The Courier Guy's banking process.Capitec Business has advised that they are unable to provide a Proof of Payment in the current status because the transaction is pending acceptance by The Courier Guy. The bank has further confirmed that there is no action they can take until The Courier Guy either accepts the payment or issues a formal declined transaction notification.What is particularly concerning is that during my interactions with support, I was advised that staff were unfami**** with how Google Pay transactions work and that the payment could not be tracked. Considering that Google Pay is offered as a payment method through the PayFast gateway, this response is unacceptable and raises serious concerns regarding customer support and payment handling procedures.I have supp**** all relevant information, including the transaction reference, and have continued to follow the correct channels. Despite this, my account remains unfunded and the matter has still not been resolved.This issue has now directly impacted my ability to book courier services and conduct business. Customers should not have to act as intermediaries between a company and its payment providers to locate funds that have already been deducted from their bank accounts.I am still awaiting a proper investigation, a clear explanation, and a resolution. Should this matter continue to be ignored, I will have no choice but to escalate it further through the appropriate consumer and regulatory channels.I will update this review again once the matter has been fully resolved.