AS
Adrian S
Active since Jul 2020
13
Reviews
0
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Reviews
13 reviews34 months ago
Capitec: General Power of Attorney - they don't know to what department to send it to
Everything time I have to deal with Capitec Bank, I take headache tablets and something to keep me calm. Your business processes are pathetic. Bankers and back-office agents aren't even in agreement/aligned with each other, or even better, neither of them knows what to do, so, I am on the phone for an ±1-hour while at a branch in front of the banker also phoning and being transferred, and transferred, and transferred, but to no avail. Recent Incident: My mother's debit card was lost on the 28th/29th. She called to cancel/shred the card. This was done. No Incident Number was provided by the agent, we are not responsible for the agent to do the job they are trained to do. My mother is bedridden with advanced Multiple Sclerosis. She cannot get out of bed. So, the agent advised us to acquire a General Power of Attorney document. So we had our lawyer draft it and it was ratified. Per the advise if the call center agent, I went to a branch, and go into this branch with this legal document and FICA documents of the account holder, my mother, and the select agent for Power of Attorney. The banker had no idea what to do and kept phoning the helpline. I started phoning the helpline and finally, the banker and I received some sort of answer to send the General Power of Attorney to CSSLegalEnquiries@CapitecBank.co.za. In the meantime, she cannot pay for subscription services loaded on her card. Her keychain's battery is also flat, guess what, we need to go into a branch (very old and extremely antiquated compared to other top five banks I was/am contracted to.) Banks are moving to digital transformation. Bank Zero, Thyme Bank, Nedbank, FRB and Standard Banks are CLOSING branches because of their powerful feature-rich and self-servicing capabilities within their respective Apps. But Capitec's #1 answer to anything is "come into a branch". Ever heard of voice biometrics? Guess not. Bottomline: My mother does not have mobile banking active to run USSD codes. She does not have the Banking App (because you need to go into a BRANCH TO ACTIVE IT!?), cannot log in via the website because the ancient 2FA token/keyring's battery is flat, and can't do anything using the WhatsApp service. The General Power of Attorney has been to submit to the email address CSSLegalEnquiries@CapitecBank.co.za, assuming it is the correct email address to send sensitive documents to? The Power of Attorney needs to be accepted by Capitec to allow the selected agent on her behalf to get a new debit card from the branch. Have the banking App installed on her phone. Have the mobile App generate the 2FA to log into the Web Portal to allow her. Manage her retirement investments and much-needed money for her health insurance and medications, and additional medical expenses. Please escalate this. Figure out what department to escalate it to. After this struggle, we are looking to move to FNB or Nedbank purely due to the slow pace and lack of business process/procedure/Way of Working/competence. This issue is directly blocking her from paying medical expenses.
716 replies
34 months ago
Cannot CANCEL RAIN Through Any Means Provided!
Lack of competence, skills, or horrible business processes with horrible integration? Simple task: I want to cancel my RAIN product, immediately. To do this, I have used all channels at my disposal: 1. Called the call centre where the agent supposedly logged a ticket for the cancellation but never received an SMS to confirm cancellation. 2. Sent several messages on your website asking to cancel my product, with no success. 3. Reached out to RAIN on the Facebook channel using Facebook Messenger. They even claimed I am not a client, they found no products with my address, ID and mobile number. Like, how is this possible unless you have severe fragmentation of databases that do not sync or poor Integration services? 3.1 I sent the Facebook Channel a photo of the RAIN Zero Router and a photo of the bottom displaying the serial number. They read the message but never responded. By this means you're deliberately delaying the off-boarding process of clients purely to bill clients for a little longer. This is so anti-client-centricity, it makes me want to vomit compared to how seriously we take client-centricity at the FinTech company I work for. Please contact or hire more 1. Business Analysts 2. Business Process Engineers 3. Business Architects 4. Enterprise Architects 5. Quality Assurance Analysts/Testers 6. Competent Product Owners 7. Driven Scrum Masters. Cancel my RAIN product or I will initiate the Consumer Protection Act via the ombudsman, furthermore have my lawyer draft a warning for beaching your contract with me as the client.
848 replies
45 months ago
Wrote a Review, was promised service delivery in one work week, one month later, still stuck
After writing a first review regarding the troubles experienced with Virtual Cards, immediate contact followed quite quickly, but then, back to the red tape. I received a phone call from an exceptionally friendly and understanding agent, on the 26th of June, to be noted, that they receive training for escalations from external sources. In this phone call, I was promised a simple solution I understood and agreed to, that would be resolved all within a business week. The solution is simple: to resolve my virtual card issue, the proposal by this agent was to create a new credit card account, and move all my cards linked to the account, three in total, over to the new account, along with the balance of the old credit card account. I understood the technical issues and why this had to be done in this specific way, as I work in core banking myself and had confidence in this elegant and simple solution. The failure: In that phone call, I was promised to receive all three credit cards in one delivery to minimise the inconvenience. The next step is for DSV to call me to arrange delivery. After a business week passed, I replied to a currently growing email thread I had not received any calls from DSV to deliver my card - turns out it wasn't a failure on their side, but there was a document I had to sign for FNB that the agent forgot about. Signed it, and mailed it. The following week (week 3) DSV gave me a call to arrange delivery for one card, they did not know anything about the other two cards - I do not blame DSV, they are simply the courier. Week 4, my 1st card was delivered. I replied to the email thread with the initial agent managing this escalation that I had only received one card, not the promised 3. Now, in order to complete the agent's solution that we telephonically and by email agreed to, I'd need all three cards, linked to the new credit account, then the old credit account is closed and the respective cards are cancelled/shredded + move the balance from the old credit account over to the new credit account, thus resolving the virtual card issue, which still isn't resolved... Last week I received a phone call from FNB, this time a gentleman, that knows the agent managing my escalation, and the reason for his call was: "to better understand the situation", something simple, had suddenly become hideously complex, alas, nothing came from that phone call either. No one is responding to my emails anymore. Such a simple solution that was promised in a week, is now turning into months. I have one useless new credit card I can't use yet because the balance of the old credit card account had not been moved. I'm still stuck with the old credit card account and my initial problem with creating more virtual cards. What is the hold-up? Where did this simple solution go so very wrong?
134 replies
47 months ago
Cannot create any more Virtual Cards (hidden internal business rule)
I am a fan of note of FNB, having a career in process optimisation and having worked for the other top five banks in South Africa, I always felt FNB is far ahead in the digital fast lane for change - all other products of FNB are fantastic, including the eBucks system. This review is to explicitly cover the FNB virtual cards. After announcing and launching it, it was my go-to for any online purchase; sometimes I will keep a card around for a while, then delete it, others I keep around permanently - especially those I use the FNB Pay (tap to pay) option for I have been in and out of the discussion with the Digital Team, explaining to different people calling me the same issue over and over again (this is where a CRM comes into play, no?) my private banker really tried to help me, kudos to her - Kananelo Llosa. The last person I have spoken to is Felicity Bantsi, in the first week of April. I was promised the matter would be escalated and for the first time informed, that a user (client) may only have 20 virtual cards tied to their accounts and I went over that limit; and that's it, that is the last I heard. Now I am stuck with one Virtual Card for my credit account and forced to use Virtual Cards for my Fusion Account, which I do not really want to do. Surely the Digital Team or Service Ops can come up with a solution; scrub maybe SOME of the previous Virtual Cards completely from the system as they no longer exist, therefore, I can no longer transact on them... it is just filling up DB space and blocking me from creating any new VC. Please, can this be resolved? Thank you otherwise for all the other awesome services you provide!
134 replies
56 months ago
Goldie Lepule, you can hear the passion for her job by merely talking to her
We work in an ever-changing technological landscape, especially myself working in the banking industry (another bank); one that demands technical prowess to merely be noticed amongst the throng. Goldie Lepule's ability to remain cognisant of every FNB product offering and the changes therewith, while remaining completely courteous, professional and experienced. This stands as a testament to her skill and I do hope it is recognised amongst her peers. Wish you'd be my private banker! Thank you, Goldie!
53 replies
61 months ago
Kills the competition with one simple principle: client-centricity
Purchased the charcoal Corsair T3 Rush from Dreamware. Here are my observations. Living in Gauteng, I would rather buy from Dreamware again, before the mighty arrogant melting "Titan" or the "Adams-counterpart-Tech" based on 1. Mutual respect 2. Honesty at their own risk/cost (this speaks a lot or being an ethically-driven company) 3. Client-centricity I feel most other online retailers lack, you are treated by the Dreamware team as a person, not an annoyance. 4. Swift delivery even though the distance; local retailers here in Gauteng can take up a few days - I received my parcel from Dreamware to Pretoria in less in a day, folks... now that is a commitment to client-centric service. Thank you Dreamware Tech, my IT/gaming purchases will be done through you going forward!
53 replies
66 months ago
Acknowledgement to Hulisani Madzivhandila!
Hulisani Madzivhandila was an absolute pleasure and utmost professional banker to chat to on the FNB Banking App - product knowledge is outstanding and the advise provided to troubleshoot my issue was eminent. Please promote him to a Private Banker :)
56 replies
66 months ago
Dualzone - best in service for mobile, laptop etc. damage assessments for insurance claims!
Dualzone provided swift and professional services throughout the client journey for acquiring a damage report for an insurance claim. Courteous and timely responses to my emails, Eugene helped me a great big deal to get my insurance claim done right. If anyone has a mobile phone, laptop or tablet that is broken and needs to submit a claim, highly recommend Dualzone! Thank you very much for the awesome service!
0 replies
66 months ago
Professional Service by The Matress Warehouse
The Mattress Warehouse in Pretoria outdone themselves, it was a very elegant client experience; enquiring about the product in mind, fast payment confirmation and keeping me up to date with the progress of when it will be delivered was handled professionally by Hercu. The delivery team was kept me apprised on their ETA and was courteous upon arrival. Thank you very much for the awesome service provided
56 replies
67 months ago
Granadilla Insurance - Every repair quote is rejected on a Microsoft Surface Pro 6 KEYBOARD
My Microsoft Surface Pro 6's keyboard suffered severe water damage and is non-functional. I have submitted my claim request, but my repair quotes keep on being rejected. The generic call centre agents "Amy" is not helpful when it comes to recommending where to find a repair shop that will actually assess a Microsoft Surface Pro 6's keyboard (which is a sealed unit - cannot be opened nor repaired, logically it can only be replaced. A quick Google can confirm this) and has pointed me to WeFixComputers which fail to answer any telephone calls, respond to emails, and "open tickets" on their web portal (for reference: https://wefixcomputers.co.za). The poor business process demands a repair quote on an item that cannot be repaired and thus they want a report stating that, but apparently Incredible Connection is not even a "reputable repair". There are very limited options in South Africa when it comes to Microsoft Surface products. As for Granadilla, as soon as this dreadful, prolonged experience is over, I will terminate my agreement with them and switch to Pineapple or King Price. Future clients with Microsoft products - STAY AWAY!
0 replies
Review Distribution
5 Star
7 (53.84615384615385%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
6 (46.15384615384615%)