Capitec Bank
Ongoing poor service over all

Saturday 27 April

Unable to draw cash from any other autoteller than Capitec autotellers (which are few and far between), call centre said the reason for this was that Capitec systems were offline. The problem lasted for several hours.

It would have been helpful to receive sms communication from Capitec once the problem was resolved, rather than having to make several calls to the call centre (at my expense) to find out if I could draw cash or not.

Wednesday 1 May

Internet banking not working. When any option is selected it just returns with an message about a server error and a request to log in as the session has been terminated. It is now 3 hours since I first tried to use internet banking and the only feedback from Capitec is that "they are working on the problem"

Again it would have been most helpful to at least just put a broadcast message on the website to inform clients that there is a problem. Without communication from Capitec, clients don't know what is going on and revert to help from the call centre - which is a problem on its own as I waited for nearly 10 min before a call centre agent became available, just to tell me that the systems are offline.

Company: Capitec Bank
Country: South Africa

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