A promise we make is a promise we do not keep

Item: Capital Legacy
Rating: 1
Author: Cindy B

So on the 13.10.2023 I wrote a review regarding Capital Legacy, pertaining to a refund that was promised since the 02.10.2023. A Lesego Masego was kind enough to respond and promise me on this platform that my refund would be done and an immediate payment would be passed yesterday. I will attach the response from the said Team Leader. Yesterday I tried to confirm that my money would reflect back into my account yesterday as promised. Lesego Masego was no where to be found. The lady that assisted me told me that my refund was in actual fact only loaded yesterday and I will have my payment in 3 to 4 days. This is not what was promised and I will still have to wonder if my 14 year old will be left destitude in the event of my death, maybe I must just move my profile to an insurer that keeps their promises.

Capital Legacy's reply: 13 Oct 2023, 11:23 Hi Cindy,

Thank you for reaching out, your concerns were brought to my attention please accept my sincere apology for the frustration caused.

I can confirm that your refund has been loaded we will request for an immediate payment on Monday.

Should you need any further assistances, please do let me know.

Have a lovely weekend! Senior Team Leader - Lesego Mabaso

Helpful (0)

Replies (5)

Capital Legacy's replyOfficial

17 Oct 2023, 09:18

Hi Cindy,

I hope you are doing well.

Lesego did bring your concerns to my attention, we do apologize for the delay in payment, however, we can assure you that an immediate payment was requested with our finance department, we will follow up with them and send you the POP once we have received it.

Should you need any further assistance please do not hesitate to contact me.

Have a lovely day

Natasha Thysse
National Manager - Customer Care and Complaints

Capital Legacy's reply17 Oct 2023, 09:18

Official

Cindy B's updateReviewer Update

18 Oct 2023, 05:14

Good day, as I sit writing here this has still not be resolved, I tried contacting you yesterday with no luck, I sent you a mail that is still unanswered. You promised a payment yesterday, I am still waiting. I spoke to a lady yesterday afternoon called Mpho and she was adamant that my payment will show by Friday, she also made it a clear that an immediate payment was not requested at will also not be done. Now if the National Manager of Customer Complaints can not even keep to a promise what is the use. It seems like your company is quick to respond to this platform in however when it comes to clients and the commitments you made it is a different story. All I want is my refund and not to be taken for a fool by emty promises. After this I am definately going to reconsidere my insurance profile with you. But thank you for nothing.

Cindy B's update18 Oct 2023, 05:14

Reviewer Update

Capital Legacy's replyOfficial

18 Oct 2023, 13:10

Hi Cindy,

i trust you are well.

And again we sincerely apologize for the delay in pay-out, i can confirm that we have paid the refund and emailed you the Proof of payment.

Have a lovely day!

Capital Legacy's reply18 Oct 2023, 13:10

Official

Hi Cindy,

i trust you are well.

And again we sincerely apologize for the delay in pay-out, i can confirm that we have paid the refund and emailed you the Proof of payment.

Have a lovely day!

Cindy B's updateReviewer Update

19 Oct 2023, 08:02

Good day Natasha, thank you. I can confirm that I have received my refund. Thank you for assisting in this regard, it is much appreciated.

Cindy B's update19 Oct 2023, 08:02

Reviewer Update

Good day Natasha, thank you. I can confirm that I have received my refund. Thank you for assisting in this regard, it is much appreciated.

Capital Legacy's replyOfficial

19 Oct 2023, 09:47

Hi Cindy,

Thank you so much for the feedback .

Have a lovely day!

Capital Legacy's reply19 Oct 2023, 09:47

Official

Hi Cindy,

Thank you so much for the feedback .

Have a lovely day!