Capitec Bank
Reviews and Complaints

Hello. I am a longstanding Capitec client and we've had a good relationship over the years. Earlier this year I've had the misfortune of having problems with the company that makes our payslips. Due to the company being incompetent they decided to email us our payslips once a year end and leave it to us to edit. I made an error when i edited the January payslip during February. As it turned out my payslip was dated: "31 February 2019" and due to that my loan was deemed unsuccessful as it apparently raised suspicion of fraud. Though i still had and still have an open loan account which has never gone unpaid since it's inception. I submitted the required letters because after that i had to bring an updated payslip in which the year to date was wrong as i do not know how to work it out. After a while i received the explanatory letter for the year to date and submitted it last week . I was told that my documents would be forwarded to the Capitec head office, but I still haven't received a response yet.

I'm from capitec dawn park and an employee by the name of Zamani told me that they don't take cash in the branch, they only do deposit in atms not in the branch !from when does capitec banks don't have an option of depositing inside ? What a disappointing service !he rudely said it and even when I told him that, my money had change .as it had coins, he showed no interest and so forth, what a pathetic service

Capitec Bank seems to be offline constantly for the past few months now, and the employees doesn't know what is happening!

I've been at Capitec Bank in Westgate Mall, I spoke to the Branch Manager, Diohona Samson, who couldn't give reason why they're offline! I mean, doesn't the IT Department or Head Office communicate with their Staff?!

If it's not the Mobile Banking App, then it's the entire system. They don't communicate with us their clients at all!

When is this going to come to an end?!

I have been paying for two years for a personal loan with Capitec Bank but the money is not decreasing. It's still as the initial loan. I'm puzzled even if it's interest but it has to decrease when I calculate Iv paid over R180000 Please look at my account. Unfortunately I can't call nor visit the branch to enquire since I'm out of the country. How can I pay a loan for two years over R7000 every month with no difference?
This is really not fair
It's daylight robbery

On 2nd of May 2019 I was at an ATM in Wellington to draw cash at a ABSA ATM at 5:30 for the reason that the Capitec ATM did not have any money for 2 days in a row. There a black guy came from behind to apparently to assist me for the screen pop up to say transaction canceled I tried to stop him and within seconds he was gone and within 5 min all my money was gone. Capitec does not want to pay my money back because I did not stop the card immediately I was in such a state I have to drink sugar water and was given medication to calm down what can I do now

First of all we cannot draw money inside the bank anymore as they do not keep cash...is this a bank? I thought all banks have money that is why they are called a bank and you can go inside to draw money., do transactions etc. Now this is no more available. So I had to draw money from the ATM and it cost me so much more I was shock to see the cost of drawing at the ATM.
Secondly trying to find an ATM to draw money from is a headache. If they are not offline, there is no money in the ATM, or it is out of order. I can never go to an ATM without experiencing problems. In the beginning Capitec was tops, but I am thinking ..no more. Sorry you are falling behind with customer service.
I am really not happy with drawing from the ATM - your message on the ATM's read... 'drawing from the ATM is more expensive then drawing from a teller in the bank' does this make sense when there is no money inside the bank?
Now you have no choice but to draw from an ATM and paying so much more.
I feel Capitec is starting to be a horrible experience.

Mid March I made arrangements to payR500 for a loan I couldn't afford to pay due to being unemployed for over 7 months which you did debit but decided to take the rest of the money that was in my account because you had access to it, it took me 2 days to get my money back.

After that, I made arrangements to pay R3200.It was successful debited so as the remaining balance that I had only because Capitec has access to my account. I need an immediate reversal as soon as possible, and close off that account as I have no interest in continuing banking with unethical people who abuse authority and don't care about honoring arrangements.I am very disgusted with how Capitec treats customers.
Now I have to go to the branch to stand on long queues to sort this out, dealing with Consultants that will tell me different stories.

CAPITEC has adopted the same low standards as the rest of SA's banks, in regards to ATM's not functioning specifically at month end times. Cash deposits via a CAPITEC ATM has becoming challenging and leaving you frustrated to say the least. As a loyal CAPITEC client i have to search for ATM's in my neck of the woods just to find the shutters are down at 17H00 at month end on a Saturday afternoon, or worse you have a glimmer of hope you find an ATM open but cannot do cash deposits or withdrawals. This is pathetic. Back in the day CAPITEC closed ATM'S @ 19H00.

I cannot do any remote banking to change my limits on my bank account (11h00 on 26 April). I went to the Capitec branch, but they told me I cannot draw money because the entire system is offline. They cannot tell me until when.

My questions are;
Why are you still open when your system is offline indefinately?
Do you realise what effort and costs does it involve for an individual when this happens.?
Do you realise that I do not have access to my OWN money?

I need this money urgently and make alternative plans now that will cost more now.

Your personnel just shrugs their shoulders.

I have had a capitec loan which I have been paying regularly, I only missed one payment for the month of jan which was taken along with the instalment of february.

1. I have been on maternity leave since october (unpaid only uif)
2. I have been paying and making arangements when due to do so
3. For the past month I have been recieveing silent calls, where one of you agents calls me and keeps quiet for the first 30 seconds of the call, this has been mentioned as well and is irritating
4. I owe capitec bank r95.00 besides my last instalment which will be going off at the end of this month in total
5. I have been harassed for the past month,
6. This morning I got a call from one of your male advisors who would not let me speak nor explain the situation, I get a call every other hour from you guys and i'm sick of it.
7. Your agent was rude, I explained that i'm at work but he kept on speaking over me

I sent a request to capitec debt review to clear my name under debt review. I first called the contact centre and I was told to send an email to [protected]@capitecbank.co.za
I sent an email on the 31/01/2019. No one has got back to me my name is still under debt review with capitec. I sent all the documents from the national credit provider and from debt rescue confirming that I'm not under debt review.

I cancelled debt review in 2014 didn't even complete a month under debt review to my suprise capitec hasn't removed me on their side. Now I really have no idea why capitec bank does not want to clear my name. On my emails I have attached all the correspondence to support my statement.

Thanks
NZV Mngomezulu
ID no: [protected]

Hi

I was trying to apply for a credit card at Centurion Mall Bank city Capitec.
My experience was not well at all I found it to be very unprofessional.
I went on Monday the 11/02/2019 and I was assisted by a consultant by the name of Buhle and her Manager I think her name is Portia/Mpho contact number: [protected]. I was there from 16:00pm up until 18:30pm. After processing everything they were like they cannot confirm employment because it is late and that I must come back tomorrow, I was patient and I left.

I went back on the 12/02/2019 and everything was going well up until the system went offline of which that I understand it was beyond their control. They informed me that I should come back later.

I went back again around 15:50pm and then I was informed that the system is now rejecting my payslip because it is now more than 60 days old by a day. They were like sorry there is nothing they can do.

I found that situation very unprofessional and that they wasted my time because I left their offices again at 17:15pm for them to tell me sorry there is nothing they can do.

I feel Capitec services clientele is not good because now they are blaming me on a situation were it was not my fault how is that mara. I believe that when you cater services to a client, client comes first, I mean you cannot say my payslip is old if the delay was from Capitec, that is very unfair. How do we recommend Capitec Bank to other people and also transfer our salaries to Capitec if you do not respect us as customers.

My solution is please process my application online, because centurion branch already has my information. I mean I do not have excess to my payslips right now, Centurion branch should have informed me of that my payslip is late on the day of my application. I am not at work and cannot excess the payslips because they are on SAP.

Regards,
Hulisani
[protected]

Disappearance of funds that were transferred from FNB into my account. This account was dormant at time of funds transfer and hence could not accept any deposits at that time. Upon several thorough visits to the branch closest to me, Capitec still insist that they never received my funds and FNB also says the funds were never returned to the sender's account. This has left me confused and angry at this mix up as money cannot just disappear between banks!

Good evening

We have long time requested for capitec to honour our request for opening of capitec branch in bultfontein, realising the fact that most of people are having and struggling to to access their capitect services as we don't have branch here.
We strongly believe that our request will be taken into cognitive.

For more information i'm available @ [protected].

Or tumisho.[protected]@gmail.com

I am a capitec client, and the have provide me 2 times with a personal loan which I have paid strictly on a monthly basis.

my loan is almost paid up, but suddenly a judgement is standing in my way for a further loan, before the judgement they have declined me because according to them my affordibilty wont allow me for a further loan.

Why do I even bother to send this complaint.

However Nedbank has gained a Judgement against my name for Old debt, I have loaded a complaint against them at The Credit ombudsman.

Just not fair that after paying my capitec loan monthly and has been a client of capitec for a long time, they dont trust you and they advertise they assist blacklisted clients and you can decide your monthly installment, if they calculate the installments and time period.

Sure I have waisted my time sending this.

on the 28th of December 2018 I went to Germiston Capitec Branch at corner President street to activate my app as it was reinstalled after resetting my smart phone and I also withdrew an amount of R200.00. my smart phone uses dual sim-cards, of which one is telkom and the other is cell C and needed to be switched in between during usage of either data, sms or calls. the cellphone number that is used for Capitec cellphone banking is/was a cell C one and did not have data bundle when I tried to activate it, I was to switch it to Cell C Data usage since It was on Telkom Data usage, that was done but it kept taking long to activate and consultant who was supposed to help me went out and I was kept waiting for long, than +-30 minutes, then I went out side of the Branch to withdraw.

After that I left the branch premises, went back to work, meanwhile I was at work I got a call from the branch that says I should report back to the branch for assistant, since I was already frustrated and disappointed I told him I will try another branch.

On the 3th of January 2019, I visited Dawn Park Capitec Branch with App problems and found out that my account has been Stopped and the reason is that card was fraudulently used without me been given a notice prior to my visit to any capitec branch or even a call or sms, this disappointed me and inconvenienced me and then left stunned and confused.

On the 4th I went back to Germiston Capitec branch in corner President to reconfirm the my account status, but this time the service far more than I expected, meanwhile awaiting for the response of the Capites's Forensic to give a consultant feedback on my account status, a Chub Security responded and came straight to me to tell me I was in big trouble and a minute after 2 SAPS members also entered and ask for my ID, my workplace ID as well as my Banking Card of which I gave to them and then they ask me to take them with me to work place to verify if I really at EMPD in germiston, that was done and the Police took me back the branch that suspected me to be a thief and fraudster, I was embarrassed but since I knew I was innocent I stayed angry but calm just get a positive professional assistance or response, the response I got was that I should come with My payslip to prove that the money that was deposited into the Stopped Account was realy mine, and reality the money that was deposited to my account was bonus from my employer and the sms was sent to my cellphone showing salary deposit a capitec was transferred into my account and pay number was also displayed on my cellphone but that did not help.

What confuses me is that :
1. Capitec uses a biometric system for security and identification to access ones Account credentials and details
2. On the account profile of the screen/monitor the photo of the client/customer's is also
displayed to that this client is legit.
3. most of the bank's ATM's have have cameras to monitor or protect ATM crimes and no one can withdraw with a wrong PIN number as well as wrong card.

But that did not work for my own reputation and now I want to withdraw my money, close the account and go to a bank that can respect me, wont embarrass me in front their client and my coworkers, that wont treat like a thief and fraudster, that will not defarmate my character!

Lastly this money is supposed to be used for my Grand Parents EDUCATION, CLOTHES and FOOD, Please help me access my well deserved BONUS and after close this Stopped Capitec account.

I'm Thobile Mabaso ID [protected].Cell No.[protected]
I took a loan at Capitec in November 2015(36 months repayment loan), after paying for 5 months I was retrenched. Knowing that I will have a problem paying my loan I went to Capitec branch to inform them about my retrenchment. Since I didn't have any benefits like provident funds in that company (I only had UIF).they asked me to submit retrenchment letter & supporting documents. I submitted. But to my surprise they didn't inform me about progress of my submission instead I received endless calls from your Agents demanding payments which I honestly didn't have. At the end they told me at least to make an payment arrangements, which I did because I was tired of stress that I was receiving from Capitec while other facilities that I owed managed to settle my debts.in 2017/04/01 I got a temporal job.Capitec started debiting full monthly payments which was higher than what we agreed upon before but I assumed that they are covering for that time when I was paying with arrangements. Fast forward my last instalment was suppose to be in October which I did pay...to my surprise now I'm again receiving stressful calls from your Agents demanding balance... So this time I'm not willing to dance for Capitec guitar. I'm not acknowledging that I'm still owing you but instead I feel that Capitec treated me unfair because you can't tell me that long term loan doesn't have retrenchment/death cover. Secondly as a consumer I have a right to be informed about my retrenchment submission & increase on my payments... So I sent an email to your customer care line, they sent me reference for my complain & told me that they will contact me but instead I'm receiving annoying calls from your Agents demanding balance.

If you are failing to address this matter I'm much willing to take it to Ombudsman because I'm not going to pay this balance you are busy telling me about.

I have been banking with capitec for a while now and my income comes from several sources but the main being from property management and online teaching. These are permanent positions and I have contracts in place. My income gets paid into capitec via transfer. Last month my main salary got paid in two installments and I have a letter from the company to say why, yet you will not recognise my full salary as income.. I find it very unfair and unprofessional that you are quick to take all my expenses into consideration but not all my monthly income that I can prove by means of payslips. I have always been a person that praises capitec but now I aam not so sure.. This seems a stupid rule that you have and I am now rethinking my continued account with capitec. My income is regular and comes into my account every month from all sources so I do not see why it cannot all be taken into account iif you insist on taking all my expenses into account.

Good day Sir/Madam

Once again I am having the same endless and service less run around of your Forex departments inability to deliver my funds from my UK Lloyds Bank into my Capitec account after a week of waiting.

It never fails to amaze me that a bank that has won as many awards as you have fails to live up to expectations when it come to your Forex department. Why is this?

I honestly don't think you actually give a dam to be honest about your clients welfare at all. If you did, the same old problem wouldn't be raising its slovenly head time and time again. If something is broken, fix it !

Last excuse I got from from a gentleman called Justin Isaacs as per below.

If you know your going to be busy this time of the year employ more staff. Simple. Customer comes first, or does he ?

So this was his excuse and rota patter below. In other words, the inconvenience afforded me just keeps going around in square circles, time and time again. Client keep waiting and waiting.

I pay you a ‘service fee' (and I do use the tem service loosely) As it may be a fee but there is hardly any service worth speaking of attached to that fee at all !

Firstly I have to pay FNB to clear on your behalf then I have to pay Capitec to clear as well. (Yea, what's with this double whammy clearance fee anyway ? Capitec not big enough to clear its own clients fees ? Surely !)

Two fees and still a pretty dismal service in spite of this amazingly fast electronic age we live in. Disgusting hey?

Being just a regular unimportant bottom feeder type client. Not worth millions, I guess its to be expected.

Still, sad that a bank such as Capitec has started to show signs of ‘wear & tear' in its ability and desire to please and deliver the goods on time to the supposedly important customer.

No doubt the same old excuses that are spewed verbatim will be the boring, ‘we are very busy, ‘that time of year' as below. "bring it to our attention"

Did it make a difference ? Well, answer is obviously not, or I wouldn't be writing this email, would I ? Talk about falling on deaf ears and water off the ducks back it truly is !

So, dear Sir/Madam, what in you humble opinion do you as a potential service provider, think you should do to make this situation fall in favour for the all supposedly important customer.

As this is my second letter of complaint in a year and as you can see . And NOTHING has been accomplished ZERO, NADA….Same old Same O'

Same old blurb same old ‘pie crust' promises that just keep on crumbling day after day. One thing that you should keep in mind that has never ever been affected by inflation and that's talk.

Its still cheap as dirt.

Its your actions that impress along with a humble, gracious attitude that go's the extra mile to service and please the customer.

Maybe winning all those banking awards has made you fat and complacent in your pride and arrogance to truly ‘serve the people' that you did in the first place ? Maybe, huh ?

Just remember the ‘guy down the road' is peddling twice as fast and is twice as hungry to provide more, better service than you.

Just a though.

Kind Regards,

Clive Baggaley

(Good day Mr Baggaley

Thank you for your email.

I would like to apologise for the incorrect expectation that was created and for your negative service experience. I would like to assure you that Capitec Bank strives to deliver excellent service to our clients, and that it is constantly being impressed upon our staff to promote and protect the interests of our clients. Thank you for bringing this matter to our attention.

Kindly be advised we are aware our Forex department had an influx of calls over the festive period and they are attempting to assist as many client as possible, however, we will take the necessary remedial actions to address the service that was rendered to you. I've noted the query has been resolved and funds released.

Please once again accept my sincere apology for your poor experience and for the effort that it took to resolve the matter.

Kind regards

Justin Isaacs
Agent: Service Admin
BSC: Service Administration

T +[protected] F +[protected] M +[protected]
GPS 33°54'3.7" S 18°37'27.1" E
BSE Building, 89 Voortrekker Road, Bellville 7535
PO Box 12451, Die Boord, Stellenbosch 7613
capitecbank.co.za)

From: Info Forex (Financial Management) [mailto:[protected]@capitecbank.co.za]
Sent: Thursday, December 13, 2018 5:48
To: 54mavric
Subject: Automatic reply: Mr C R Baggaley Funds Transfer

Hello

Thank you for considering Capitec Bank for foreign exchange services. An administrator will respond to your enquiry within 2 working days.

Visit our website for detailed information about our foreign exchange services.

Our office hours are Monday to Friday from 08H00 - 17H00 (excluding public holidays)

Sincerely
Interbank Office: Foreign Exchange
T +[protected] F +[protected]
GPS 33°57'51.51" S 18°50'21.12" E
1 Quantum Street, Techno Park, Stellenbosch 7600
PO Box 12451, Die Boord, Stellenbosch 7613
www.capitecbank.co.za

I have gone into bank to make payment arrangements as I have lost my job I advised them I applied for uif and will be paid within 35 days time.I advise that they should deduct r500 for the loan when any money comes into the account, I called up so many times no help, I went into cape town branch and they said I didn't make arrangements for money transfered into account only for uif uhm hallo I said any money and on the bank letters confirmation it states any wage or salary not uif? The call centre agent advice no I can't speak to a manager and no not getting my money back apparently I never made arrangements for it.like did I give a date actual day I will get any money in the account. Or did I simply state I lost my job I applied for uif if any money should come in they can debit the agreed amount? I emailed complaints still nothing completely hopeless and left with nothing for xmas... I feel like saying F you capitec