Ever wondered what it’s like to switch banks in South Africa?
It is hell. It is friggin demonic, psychotic, psychological, physiological, POW and any other kind of torture.
Bring on the popcorn, Michael, because this is a blockbuster reminiscent of Asterix and Obelix’s 12 tasks.
You’d better sit down though, as this one may give you some heartburn.
Warning: contains ranty paragraphs. If it makes you feel any better, it’s been toned down to the ‘facts’ (sort of). This blog will feel long and frustrating, but bear with me. It’s survivable. Without further ado…
Young, hopeful and stupid
Years ago, when I was still a wee little girl, my mother opened a Volkskas Bank account for me (the cards were ‘denim themed’ as far as I can remember – it matched my favourite shorts). For this reason, more than any other, I kept this account when Volkskas became Absa, and Absa was eventually acquired by Barclays.
It was the convenience of having all my accounts under one roof and being accustomed to the services and platforms. Over the years, as I earned more and more money, I opened an Absa credit card account as well as a revolving loan account (this account, although a revolving loan, showed that it was a cheque account with an overdraft at first on my online banking profile, and subsequently showed that it was a current account). I kept my savings account throughout it all, no one had ever told me to do otherwise.
Until one day… a few pages ago… when my decision to seek out better banking led to a descent into the macabre world of the South African banking industry. And by descent I mean full-on, head-first, skull-cracking, psyche-whacking, David-Lynch-meets-Stanley-Kubrick madness!
Absa – no love for loyalty (or non-loyalty, who cares?)
One thing I have found rather depressing over the years is the fact that Absa has not answered any of my queries posted securely to them via my online banking platform. None! They are like that friend – the one whose Whatsapp shows those irritating blue tick marks but clearly doesn’t care if you see it or not. At first I had ascribed this to erroneous systems, but since it has been a persistent issue, I have concluded that Absa simply does not want to answer queries, their online CRM system is a dud.
Earlier this year I wished to acquire some additional credit for a writing holiday course abroad. At first I applied for an Absa loan online, but was told that I don’t qualify – no reason was given. I then applied for a credit limit increase on my Absa credit card (in the last few years since opening my Absa credit card I have had numerous job changes and subsequent salary increases). Once again I was told that I do not qualify – no reason was given.
Thinking that my credit score may be a problem, I drew my credit record from two prominent credit bureaus – Experian and TransUnion. To my delight my credit score was impeccable. I sent Absa another online query… am still hearing the crickets as I type this.
Switching to FNB – the admin nightmare
So I approached FNB online – you know – because FNB is soooooo fab, right?
At first I simply tried to apply for a loan online. Unfortunately there was a problem with their online system – it would not accept my middle name in the form, giving me an error message instead (I could think this of my first or last name, those are weird, but Theresa is rather common) – and I therefore couldn’t proceed with the application. Having enquired on social media (Twitter) which bank I should move to, as I was considering a complete switch, FNB immediately jumped in and said I should switch to them. I was advised to go online once again.
Unfortunately, every time I entered my ID number it stated that there was a discrepancy on their system. I went online again, was told by ‘RB Jacobs’ to send a mail and spoke to FNB telephonically eventually to open my accounts. It should be noted that I’d already queried the issue with the loan via email – something which was never addressed.
I told the consultant (as I’d mentioned to mysterious social banking ‘person’… ‘RB Jacobs’) that I wanted to switch all my accounts – my revolving loan, savings and credit card. She was very helpful and opened an FNB Platinum account as well as a Credit Card account in my name. She also asked where I wanted to collect my cards – and I stated Tygervalley branch. I received SMSs stating that my accounts were opened. I then visited the branch (Tygervalley) to enquire if everything was fine and to open accounts for my daughters as well.
Unfortunately, the branch then stated that there was a hold on my accounts since a Wesbank (DirectAxis) account opened years ago was opened in my maiden name. I said this was strange since my two Wesbank accounts are under my married surname (I’d been married almost 10 years). She was also confused as to why my Wesbank accounts weren’t merged – I told her I’d tried to do that, but the DirectAxis consultant had told me it couldn’t be done. I’d been on the phone to Wesbank the week before with this exact enquiry and had also queried the fact that my instalment fluctuated each month. Apparently since I’d moved my debit order more than a year ago, this had lead to extremely varied instalments (as they could not change the interest and recalculate a fixed monthly instalment – or at least this is what I assume as no other explanation was given) – one month I would pay hundreds of Rands, the next it would be less than R100. But I was told I could do nothing about this, so I left it at that.
Back at FNB I was simply told that there was nothing they could do and that I needed to present a marital certificate before the hold could be lifted. At this stage it had already been several days since I ‘switched to FNB’. The consultant also said that I would not be able to collect my cards from the branch, as the application was made online.
I sent another complaint to FNB online via Twitter, and then via email. The day after I received an SMS and email message stating that my cards were ready to be collected from the branch.
During this time Wesbank, who’d seen my comments on Twitter, contacted me to find out what the issue was. After speaking to the consultant I was told that there’s no profile under my maiden surname on their system and that FNB must have it wrong.
I once more set off to the branch, more than a week after ‘switching’ to FNB. I wasn’t aware at this stage that this expedition would take another two hours. Nevertheless I went armed with marital certificate, proof of residence and thoughts of a stiff dop afterwards. I’d already sent these docs through to FNB via email (more than once), but I wanted everything to run smoothly – I wanted to do my part. Silly rabbit.
The first consultant manning the queue for the itty-bitty ‘foyer’ at FNB Tygervalley pointed me towards a queue where I could collect my new card after explaining I’d switched to FNB and got an SMS to collect my card. After seeing this consultant at the queue I was told that I was in the wrong queue and needed to sit in a different queue. I eventually saw a new consultant. Unfortunately there was still a hold on my account, as there were two different banking profiles under my maiden and married surnames. And, unfortunately, the new account was also opened without my middle name, which meant both accounts had to be edited (apparently they still didn’t like my middle name) in order to delete the old profile. The consultant wasn’t sure how to do this, and had to get assistance from another consultant throughout the process. After finally having this sorted, I opened accounts for my children and got our cards.
Lastly I asked how to activate my online banking profile and the consultant approached yet a different consultant then returned stating that my online banking was now active. I received an SMS notification confirming this. After leaving I immediately tried to access the online banking profile from my phone. I got an on screen message stating that I needed to use a desktop to register. At home I tried to register/login/reset my account several times (as I’d not been instructed how to do so) and kept getting error messages such as that my pin and account information was wrong. It wasn’t.
I phoned FNB the day after and was told by the consultant that the branch had erroneously activated my online banking profile – she also stated that branches cannot activate online banking profiles. The consultant deleted my profile and told me to re-register. I tried it, but still received notifications that my account details were wrong. I then drove to an ATM to check my PIN. It was correct and I edited it at the ATM just to be sure. I tried registering once again when I got home, but was unsuccessful once more. I phoned FNB once more and was told by the consultant that it was a browser problem – clients could only register via Internet Explorer. I then registered online and it was successful, however, my woes weren’t over. I still could not use online banking. I phoned FNB once more and was told I need to activate online banking at an ATM first – the consultant asked why no one had told me this before. Good question. So I had to make another trip to the ATM to activate online banking.
Finally I was online!
After that weekend (10 days after switching to FNB) I finally got a call that my credit card would be delivered. After asking to speak to AT Manefeldt more than once (and confirming more than once) the consultant told me I just needed to present my ID on delivery. I got and SMS stating that my ID and proof of residence would be required. Then another stating my ID, proof of residence and copies of these documents were necessary. So 12 days after opening my accounts my card was delivered and I presented my original AND copies of my original documents.
In the meantime, I’d made an email enquiry with FNB premier banking about the fact that there didn’t seem to be an overdraft facility on my online banking profile – something I needed to settle my debt at Absa as I’d stated I had on opening the account. I received a notification stating that my email would be addressed within 24 hours. The day thereafter I once more sent them an enquiry since I hadn’t received a response within 24 hours. After almost two days a consultant phoned me and stated that I did not qualify for an overdraft. I asked how I was supposed to settle my debt at Absa (something they were clearly aware of since I’d first tried to switch), and was informed that I could use my credit card. I thought this was absurd, as it would essentially increase my debt interest rate by 10%. The consultant stated that the original consultant was not supposed to switch me without checking if I qualified for an overdraft to settle my Absa debt with. She stated that the only thing she could do was check whether they could lower my credit card interest rate after I provide proof of this lower interest and she would get back to me. (A day later she would come back to me stating it was unsuccessful, but it didn’t matter by then).
At this stage I’d decided enough was enough, the FNB ‘tor’ had finally moered off the wheel, so next morning first thing I was at Capitec.
Switching to Capitec – the human touch
Seeing a consultant took seconds. The young lady who helped me did a quick credit check after I told her my ‘story’.
I was sent over to Absa for a bank statement and told the Absa consultant I was moving to Capitec.
I then returned to Capitec. They checked my Absa statement thoroughly and I was told that I qualified for a loan amount of R130 000+. I didn’t want the full loan amount, so the consultant adapted the loan amount and monthly instalment to suit my pocket. She also informed me that Capitec would settle my Wesbank debt (DirectAxis and Call Direct loans) as well as a retail account for me and move my debit orders then I could settle my Absa debt with the remainder of the funds.
We phoned DirectAxis from the branch for my settlement letters. They stated that their mails don’t go through to Capitec (which the Capitec consultant stated was nonense) and so they had to mail me directly then I would need to forward the mails to Capitec. The first settlement letter came through within 15 minutes. Unfortunately, the second one took an hour to come through. In the meantime we’d phoned DirectAxis twice more to ask what the delay was. On the third call, I was told that their settlement letters aren’t sent automatically but are put in a ‘queue’. The queue could not be rushed, so after much frustration the consultant stated that he would ask his team leader to send it through.
The Capitec consultant authorised the credit with her manager, opened my global one account. Opened accounts for my children, switched my debit orders, printed our cards, authorised internet banking, gave me a salary change letter for my employer and settled my debt with Wesbank and one retail account. The process took almost three hours, but had it not been for the delay from Wesbank/DirectAxis, it will have been completed much faster. The service was so professional and efficient. I was finally treated like a person. It was transparent, and everything has worked since. Everything has worked AS IT SHOULD! Unfortunately I could not remember the consultant’s name, but she is a real star!
Return to Absa – more woes and a crack in the psyche
After completing this process I headed back to Absa to close my accounts. I saw the same consultant I’d seen previously. She asked why I wanted to close my accounts and I explained the credit issue as well as the lack of feedback on queries.
She stated that the reason I was denied higher credit was due to the fact that I was still on a flexi savings account and my credit would automatically be denied – she was very upset that I was still on a flexi savings and not on a cheque account. I explained that no one had ever tried to change or switch my account even though I’d been at the bank several times over the years. She stated that she was sorry and asked which accounts I wanted to close – I told her all of them.
Firstly, there was an issue with my one daughter’s account. My youngest daughter’s account had not been linked to mine, which was strange, since she is a minor. The consultant asked if both accounts had been opened at the same time (yes), by the same consultant (yes) and at which branch (Lynnwood Ridge, which no longer exists). After some hassles, she finally got the admin sorted. She transferred my children’s savings money to my personal savings so I could transfer the amounts to their Capitec accounts. She also stated that for my credit card I needed to visit the bank tellers at the branch after settling the account, after which they would close it for me or I could return to her. Lastly she stated to wait at least 48 hours after transacting before closing the accounts to ensure that the accounts could be closed and all amounts had cleared. I was not instructed to do anything else, although the consultant was fully aware that I was in the process of closing ALL my accounts and had already opened my Capitec accounts.
Nevertheless, it seemed simple enough. I breathed a sigh of relief, thankful that I was almost home free.
That was Thursday, two weeks after I’d tried and failed to open my FNB loan account. I settled my Absa outstanding credit card and loan debt with my Capitec account. The money had cleared by Saturday (the 13th of February) – all my accounts showed a R0 balance. Come Monday I was quite excited to close my Absa accounts.
I logged in first thing in the morning to check if everything was still fine, but lo and behold, what do we have here?
Suddenly there were three additional administrative fees loaded onto my Absa credit card amounting to R129. On Tuesday first thing I phoned Absa general enquiries to ask what was going on. Unfortunately Absa doesn’t have a telephonic transfer system, so since General Enquiries do not handle account enquiries, I was told to write down a number for Absa cards. After the labyrinthian maze which is the Absa automated calling system, I reached a consultant, explained my query, and he then told me that I needed to speak to different consultants. He wanted me to write down another number to phone. I told him I wasn’t writing down another number and that he should transfer me. He said that was fine and the call went back to the automated call system – I then realised he’d put me back in the same Absa card queue I’d been in before talking to him. I hung up and decided to go to the branch – Tygervalley.
On entering I immediately made eye contact with the consultant who helped me previously – she recognised me as well. Unfortunately there were only two consultants working the client service queue, filled with raging customers like myself who could not understand the slow and poor service – we discussed it at length in the queue, several people had left. Although my consultant had told me I could simply close my account at the tellers, I needed to see her to query the additional service fees levied on my account at the weekend.
After a 30 minute wait I finally saw her. I explained my situation again and she incredulously asked if I’d requested my settlement amount from Absa. I told her I’d been to see her and had told her I’d wanted to close all my accounts. She asked if we’d phoned Absa credit cards and I told her she had not called them and not instructed me to do anything of the kind. She checked my account and told me that yes, I owed them money. I asked her how this was possible and she simply told me these were standard fees and that she’d only managed my children’s accounts and savings account last time I’d come to see her, that we’d not discussed the rest (duh).
I was livid at this stage.
She phoned Absa credit card who told her I needed to settle the outstanding amount, but that they would stay on the line while I did that. I told her I would give her the money, but that I was not going to another queue. She refused to do so and told me to go pay my outstanding amount in cash at the tellers and that she would wait for me.
After all the misinformation, the consultant asked me why I was upset with her. I told her that she’d misinformed me – even though she knew full well that I’d wanted to close all my accounts and now I’m sitting with additional fees as a result of this.
I left her to go to the teller queue, which also only had two consultants working. I settled the outstanding amount and was instructed by the consultant to use ‘that red phone around the corner’ to phone Absa cards to close my account. I told him that the consultant at client service was waiting for me with Absa cards on the line. I returned to her, only to find that she’d hung up the call and was busy with a different client. She told me that I would receive a call within 3 – 4 days to close my account. I told her I wanted to close all my accounts immediately, and she stated that Absa card closures wasn’t taking any calls for the next 3 – 4 days but I could try phoning them if I wanted.
Rage, RAAAAGE against the dying of the light!
By this stage, I was shaking with rage. Good thing I don’t carry a biltong knife in my sock like old gramps used to do, or I’d probably have slit my wrist and bled Absa red all over the floor (I’m very O’Keeffian in this way). Okay, I wouldn’t have done that, but I felt utterly berserk at this stage – wouldn’t you? Try as I might, I could no longer control the rage – the feeling of abuse as I am being made to stomach all this misinformation and all this disservice. And the smug dissonance of bankers who really could not care less. In fact, people who felt affronted that I expected service.
I immediately stated my upset on Twitter, and was told by @Absa to ‘go and close my account at the branch’. I told them I was instructed that I could not close it at the branch, and that the branch cannot phone Absa card closures, nor would they accept any calls within the next 3 – 4 days.
Back to FNB… goldfish and blank stares
Since I’d decided to close all my FNB accounts, I put in the request to FNB premier banking. My cheque account was closed immediately, followed by my credit card. I requested that they remove my Wesbank and children’s savings accounts as well. I was told my Wesbank (DirectAxis and Call Direct ) wasn’t settled. I phoned DirectAxis on the same Monday I’d learned that my Absa credit card had racked up additional fees. I told them that I could see most of the money had gone down from my account, but that the amounts reflected in my settlement letters weren’t the ones reflecting on my online account. I was informed that my accounts were ‘in the process of being settled’ but that it would take a week to settle them – it would only be settled on the 20th of February. The consultant did ask, while I was on the line, if I wanted to take out an additional loan of R31000.
And that, my friends, was the cherry on top. That has reduced me to tears of insanity, hilarity and also to drink. I live in Bellville after all, this is how we deal with most of our hours post-banking. In fact, I’m sure the AA could bill the bank for at least a quarter of their headcases.
Losing the fight – consumer hopelessness
After tears, fears and a near psychotic break, I am happy to say that I am (fingers crossed), permanently free of FNB and Absa. Of course, nothing will come of this banking nightmare. Though FNB, Wesbank and Absa had all broken several banking regulations – including breaching consumer protection and treating customers fairly regulations – I am left exhausted, having lost loads of time and some money in the process of mismanaged and misinformed banking management.
I could perhaps state my case to the Ombudsman for Banking, the National Consumer Commission and National Credit Regulator, but I’m not sure I have the courage and energy to deal with these banks anymore. I feel defiled. I feel abused. And, perhaps, this is the way all consumers feel who try to transact at any bank. These places seem like a caucus for psychological torturers who steal and misdirect clients from pillar to post. People are sent in circles, they are pushed into dark mazes where there is no light, no help and no accountability. The South African banking system is hell!
Faux pas or breach of regulations – does anyone really care?
We need to ask though – is it correct to state that an interest rate is always fixed (Wesbank), when it isn’t? Is it correct to state that switching banks takes 10 minutes (FNB), when it takes 10 days? Is it correct to state that all your accounts can be switched without a problem (FNB), when clearly I wasn’t informed that I wouldn’t be given similar banking products? Is it correct to advise a client to simply pay off their debt and close their account as a consultant without telling them that they require (Absa) a settlement letter? Is it correct to tell a customer you would contact them back (FNB, Absa), when you clearly have no intention of doing so? Is it correct to have different touchpoints for client interaction which each provide different information regarding a customer’s accounts (FNB, Absa, Wesbank)? Is it correct to tell a client you are waiting for them and they should return to you (Absa), only to cancel the call you have regarding their account and then shoo them away?
Were any of the other interactions where I was completely misinformed, blatantly disregarded and charged additional fees fair?
Moreover, who will protect us? Who will protect those who do not have the time, money or know-how to understand that this treatment is absolutely unfair and unjust? Who will tell the banks that we have had enough – and how on earth will they be held accountable for the losses – both psychological and monetary, which they impose on the South African citizen?
Perhaps this can only be a cautionary tale to other consumers – to tread lightly, to ask the right questions, and to choose Capitec instead (or just stack your bills under your bed – it’s safer there).
The aftermath – road to recovery
As a writer, there really is only one thing one can do with bad experiences – use it for material. As a financial services copywriter/creative writer, it’s probably best this happened to me, as there is definitely a story in this.
Thus, I have started writing my next horror novel, ‘Banking: the massacre’. It’s the story of an ordinary South African gal who wants to complete a transaction. Chaos ensues as she is ensnared in a rotten web of client service faux pas, banking disillusionment, deceit and psychological torture, leading to a tragic, though predictable (and undeniably unavoidable) conclusion. MORE POPCORN! YAY!
NOT YET FINISHED – ABSA – THE ELUSIVE THIEVE
So more than a week after closing my accounts I finally get a call from Absa. Appartently some of my Amazon subscriptions had gone down on my credit card which I’d assumed had been closed (had it been closed, Amazon would have used my other payment method). By this time I am so fuming I cannot think straight. The call eventually ends after the consultant tells me I’m not allowed to be rude to her. And I assume my card is still open.
Catch 22 – they’ve deleted my internet and cell phone banking, so I can’t access my account.
Fast forward to another week later and I get an SMS stating that I have R137 in Absa rewards which I can switch via internet banking (what a laugh). So I call Absa general enquiries. Am once again given a number for the card division to phone, since Absa cannot transfer calls. And what do you know? 10 minutes after listening to them telling me that I can hold on for a consultant or phone again later a consultant finally answers. Right after explaining to him what my issue is, my call is disconnected because all my airtime has run out waiting for Absa to answer.
My Absa rewards, which were supposed to be closed are still active. My card, which was supposed to be closed, is still active. I do not have ANY access to my accounts. And Absa has used up my airtime and wasted my time and money once again.
I have phoned Absa cards AGAIN! Told I owe R446 on my account. Told if I want to close it I need to phone back again next week Wednesday IF I pay it today. Was then told by the Credit Card division they can’t help me with my Absa rewards, even though the rewards are billed to my Credit Card. Am transferred to the Rewards department who then tells me that they can’t transfer my money since I now have TWO Absa credit cards on their system. Since I don’t use this card I don’t have the number. Am told to phone back the Absa credit card division and, wait for it, they can’t transfer me because they can’t transfer. They want me to write down the number. AGAIN! I ask to speak to a supervisor and my call is disconnected.
But wait… there’s more – enter Nedbank!!!
So a few months after finally settling into my comfortable consumer haven at Capitec, another glitch prompts me to apply for a credit card (I know, right, why would I do this to myself again?). Well, although I still have my one credit card (Kulula) and my Global One account at Capitec – some kind of technical glitch means that I’ve never been able to register my Kulula credit card for 3D secure banking (online transactions), and my Capitec card does not register as a ‘credit card’ (although they say one should be able to use it for online transactions like a credit card).
Sooooo… I approach the ONE service provider I’ve not yet had beef with – Nedbank. Not knowing exactly which card to apply for, I opt for the American Express Platinum Card. The application process is a breeze! Of course I should know by now that things are never that easy. About a week after I am told that my account has been approved, I receive my first preliminary statement from American Express. A week later I receive a call telling me I will receive a call from the logistics company who will deliver my card. Of course I am told to remember my ID, copy of my ID and proof of residence. A few days later I am called by mounties who inform me that I will have to present either a utility bill, telkom bill, car registration or TV license in my name. Of course I have none of these FICA documents. Yet, the Financial Intelligence Centre itself has noted concern for the restrictive approach of financial institutions which hampers accessibility for the consumer. Nevertheless, Nedbank does not relent, and I am told I will be phoned within five business days to collect my card from my nearest branch instead. According to FICA regulations, the following counts as proof of residence (though they also state the measures for confirming residence are none-exhaustive):
- a utility bill reflecting the name and residential address of the person;
- a bank statement from another bank reflecting the name and residential address of the person if the person previously transacted with a bank registered in terms of the Banks Act;
- a recent lease or rental agreement reflecting the name and residential address of the person;
- municipal rates and taxes invoice reflecting the name and residential address of the person;
- mortgage statement from another institution reflecting the name and residential address of the person;
- telephone or cellular account reflecting the name and residential address of the person;
- valid television licence reflecting the name and residential address of the person;
- recent long-term or short-term insurance policy document issued by an insurance company and reflecting the name and residential address of the person;
- recent motor vehicle license documentation reflecting the name and residential address of the person;
- a statement of account issued by a retail store that reflects the residential address of the person;
- SARS documentation/returns (not older than 1 year);
- utility bill and marital certificate; or
- letter from tribal chief or head of residence.
It is now more than five business days later and I have contacted Nedbank about the frustrating process. At this stage I have already received my Nedbank credit insurance documentation – but of course, I still don’t have my card and I am confused by the delay. After a customer service agent tries yet again to have the card couriered to me – I have to explain to her that Nedbank doesn’t accept my proof of residence (although I’ve explained this before – the agent doesn’t seem to grasp that it’s their own regulations which are prohibiting the courier company from delivering). I am told the only way to receive my card without this proof of residence is to collect from the branch. It is now five more days later and she finally states that she has exhausted all her options and I will have to collect the card from the branch.
A week later I am completely frustrated by the process and contact Nedbank and American Express again. I am contacted by three different agents – one of whom thinks my card has been delivered, one of whom thinks my card is at Nedbank Tyger Valley and the other doesn’t know where the card is. I am phoned again and told the card is at the branch – I can collect. I set off to the branch (Tyger Valley) later that day. After a notoriously long sleep in the queues, I am told by the banking teller/agent that my card is NOT at the branch. I refuse to leave the bank until I have my card and am then sent to the banking manager. Lo and behold, my card is, in fact, at the branch, but Nedbank has been instructed to destroy it since it couldn’t be delivered via courier. I am told they can try to side-step this but they need my proof of residence. Luckily I’ve brought my Nedbank credit agreement (for this account) with – but of course, Nedbank post which has been delivered to my home does not qualify as proof that I live there. I am told to get a banking statement from another bank – sent to Capitec and back. I am back at Nedbank and sent back to the tellers who take my fingerprints, ‘FICA’ me and after an hour and a half I finally have my card – linked to my phone.
So now I go online to see if all my account information is correct. I first have to activate my online profile telephonically, which is fine. But once I am online and want to link beneficiaries to the account I am told my cell phone has not been authorised for online transactions – my account can therefore not be used online. A few days later I receive a call telling me Nedbank has not received my FICA documentation and my card will therefore be deactivated. I tell them I provided proof of residence to the bank manager of Nedbank Tyger Valley and the consultant says he will phone me back after confirming. Of course I never receive a call – instead a few days later I receive an SMS telling me that since I did not provide proof of residence my account will be deactivated by 23 August. Additionally, when I try to pay my account fees (for the month which I did not have a credit card), I realise my account number on my statement and account number on my banking profile differ. I decide to enter the account number on my profile (and card) but Capitec gives an error stating that the account number is incorrect.
I once more complain with Nedbank – and the reply they send me states simply that the account number listed as my account number on my online banking profile is not my correct account number and that I should contact Capitec about my cell phone authorisation (which is rather hilarious seeing as it’s Nedbank who hasn’t authorised my cell phone number for online transactions).
And there you have it – another notch on my banking buggerup yardstick.
I want to thank Capitec for the efficient services thus far. It’s refreshing to see that some institutions still view customer service as an important business requirement.