UC
Ursula C
1 reviews | Active since Jun 2011
02 Mar 2023, 14:42
As inept as a government organisation - STAY AWAY
Capital Legacy are the most inept company when it comes to updating wills, don't waste your time signing up with them! They are initially really good with drawing up your first will and taking your money but god forbid you try and get any service thereafter. We updated our wills 2 years ago (which took 11 months to get right) only to find out now that the *********** idiots still have our original wills on file . Now 2 months of begging and pleading trying to get the ***** assigned to update the wills to actually get it done and still NOTHING. Your premiums will increase without notification, emails go unanswered... you could actually be deceased for all they know but would only find out when your bank account is frozen and they can't collect their funds. Rather find an alternate route..... and I'd be more than happy to accept suggestions.
Helpful (0)
Replies (5)0
Replies (5)
Capital Legacy's replyOfficial
06 Mar 2023, 16:15Hi Ursula,
Thank you so much for bringing this to my attention, please accept our sincerest apologies for the service that you have received, I am sorry to learn that your experience was less than satisfactory.
We value our customers and exceptional service is always our priority.
Bryson from my team will be in contact with you.
Have a lovely day,
Natasha Thysse
National Manager - Customer Care and Complaints
Thank you so much for bringing this to my attention, please accept our sincerest apologies for the service that you have received, I am sorry to learn that your experience was less than satisfactory.
We value our customers and exceptional service is always our priority.
Bryson from my team will be in contact with you.
Have a lovely day,
Natasha Thysse
National Manager - Customer Care and Complaints
Capital Legacy's reply06 Mar 2023, 16:15
Official
Hi Ursula,
Thank you so much for bringing this to my attention, please accept our sincerest apologies for the service that you have received, I am sorry to learn that your experience was less than satisfactory.
We value our customers and exceptional service is always our priority.
Bryson from my team will be in contact with you.
Have a lovely day,
Natasha Thysse
National Manager - Customer Care and Complaints
Thank you so much for bringing this to my attention, please accept our sincerest apologies for the service that you have received, I am sorry to learn that your experience was less than satisfactory.
We value our customers and exceptional service is always our priority.
Bryson from my team will be in contact with you.
Have a lovely day,
Natasha Thysse
National Manager - Customer Care and Complaints
UC
Ursula C's updateReviewer Update
06 Mar 2023, 17:38Natasha
I may actually take your comment seriously if this was the first occasion your organisation has failed to fulfil their obligations to their client but it is not and the standard " I am sorry to learn that your experience was less than satisfactory. We value our customers and exceptional service is always our priority." response has constantly regurgitated (try not copy and paste when the client has had the same issue for 4 years +).
Bryson need not contact me, I have found an alternate solution through my broker and I am currently actively seeking an alternative to your policy as there is ZERO attention to detail, yet again I had to send back the draft that was supposed to be amended just last week.
The purpose of this post was to warn prospective clients of your inability to fulfil YOUR contractual obligations and in so doing, I very much doubt you will be in a position to execute the wishes in a last will because I doubt you will even have the latest one on file.
I may actually take your comment seriously if this was the first occasion your organisation has failed to fulfil their obligations to their client but it is not and the standard " I am sorry to learn that your experience was less than satisfactory. We value our customers and exceptional service is always our priority." response has constantly regurgitated (try not copy and paste when the client has had the same issue for 4 years +).
Bryson need not contact me, I have found an alternate solution through my broker and I am currently actively seeking an alternative to your policy as there is ZERO attention to detail, yet again I had to send back the draft that was supposed to be amended just last week.
The purpose of this post was to warn prospective clients of your inability to fulfil YOUR contractual obligations and in so doing, I very much doubt you will be in a position to execute the wishes in a last will because I doubt you will even have the latest one on file.
UC
Ursula C's update06 Mar 2023, 17:38
Reviewer Update
Natasha
I may actually take your comment seriously if this was the first occasion your organisation has failed to fulfil their obligations to their client but it is not and the standard " I am sorry to learn that your experience was less than satisfactory. We value our customers and exceptional service is always our priority." response has constantly regurgitated (try not copy and paste when the client has had the same issue for 4 years +).
Bryson need not contact me, I have found an alternate solution through my broker and I am currently actively seeking an alternative to your policy as there is ZERO attention to detail, yet again I had to send back the draft that was supposed to be amended just last week.
The purpose of this post was to warn prospective clients of your inability to fulfil YOUR contractual obligations and in so doing, I very much doubt you will be in a position to execute the wishes in a last will because I doubt you will even have the latest one on file.
I may actually take your comment seriously if this was the first occasion your organisation has failed to fulfil their obligations to their client but it is not and the standard " I am sorry to learn that your experience was less than satisfactory. We value our customers and exceptional service is always our priority." response has constantly regurgitated (try not copy and paste when the client has had the same issue for 4 years +).
Bryson need not contact me, I have found an alternate solution through my broker and I am currently actively seeking an alternative to your policy as there is ZERO attention to detail, yet again I had to send back the draft that was supposed to be amended just last week.
The purpose of this post was to warn prospective clients of your inability to fulfil YOUR contractual obligations and in so doing, I very much doubt you will be in a position to execute the wishes in a last will because I doubt you will even have the latest one on file.
Capital Legacy's replyOfficial
13 Mar 2023, 11:15Hi Ursula,
I hope you are doing well.
I am sincerely sorry for the level of service you have received, some of the responses are standard due the sensitivity of the issue at hand, but it is something we can look into.
Bryson called to get more information from you as to what transpired to assist us in investigating the matter to have it resolved and address it with the consultant/agent responsible and see if any training needed to better service our clients.
I am truly sorry for your experience and it saddens us to lose you as a client.
Should you need any further assistance, please do let me know.
Have a lovely day.
I hope you are doing well.
I am sincerely sorry for the level of service you have received, some of the responses are standard due the sensitivity of the issue at hand, but it is something we can look into.
Bryson called to get more information from you as to what transpired to assist us in investigating the matter to have it resolved and address it with the consultant/agent responsible and see if any training needed to better service our clients.
I am truly sorry for your experience and it saddens us to lose you as a client.
Should you need any further assistance, please do let me know.
Have a lovely day.
Capital Legacy's reply13 Mar 2023, 11:15
Official
Hi Ursula,
I hope you are doing well.
I am sincerely sorry for the level of service you have received, some of the responses are standard due the sensitivity of the issue at hand, but it is something we can look into.
Bryson called to get more information from you as to what transpired to assist us in investigating the matter to have it resolved and address it with the consultant/agent responsible and see if any training needed to better service our clients.
I am truly sorry for your experience and it saddens us to lose you as a client.
Should you need any further assistance, please do let me know.
Have a lovely day.
I hope you are doing well.
I am sincerely sorry for the level of service you have received, some of the responses are standard due the sensitivity of the issue at hand, but it is something we can look into.
Bryson called to get more information from you as to what transpired to assist us in investigating the matter to have it resolved and address it with the consultant/agent responsible and see if any training needed to better service our clients.
I am truly sorry for your experience and it saddens us to lose you as a client.
Should you need any further assistance, please do let me know.
Have a lovely day.
UC
Ursula C's updateReviewer Update
13 Mar 2023, 12:17Good day
Bryson most certainly DID NOT call to get more information and I am beyond tired of rehashing this level of incompetence. As I have previously stated, I have addressed it with my financial adviser and we are now dealing with it whilst looking for an alternate solution.
There really is nothing further to address as your back office is in total disarray.
Bryson most certainly DID NOT call to get more information and I am beyond tired of rehashing this level of incompetence. As I have previously stated, I have addressed it with my financial adviser and we are now dealing with it whilst looking for an alternate solution.
There really is nothing further to address as your back office is in total disarray.
UC
Ursula C's update13 Mar 2023, 12:17
Reviewer Update
Good day
Bryson most certainly DID NOT call to get more information and I am beyond tired of rehashing this level of incompetence. As I have previously stated, I have addressed it with my financial adviser and we are now dealing with it whilst looking for an alternate solution.
There really is nothing further to address as your back office is in total disarray.
Bryson most certainly DID NOT call to get more information and I am beyond tired of rehashing this level of incompetence. As I have previously stated, I have addressed it with my financial adviser and we are now dealing with it whilst looking for an alternate solution.
There really is nothing further to address as your back office is in total disarray.
Capital Legacy's replyOfficial
15 Mar 2023, 12:23Hi Ursula,
Thank you and I do understand and again I am sincerely sorry for your experience.
Should you need any further assistance, please do let me know.
Have a lovely day!
Thank you and I do understand and again I am sincerely sorry for your experience.
Should you need any further assistance, please do let me know.
Have a lovely day!
Capital Legacy's reply15 Mar 2023, 12:23
Official
Hi Ursula,
Thank you and I do understand and again I am sincerely sorry for your experience.
Should you need any further assistance, please do let me know.
Have a lovely day!
Thank you and I do understand and again I am sincerely sorry for your experience.
Should you need any further assistance, please do let me know.
Have a lovely day!