1 reviews | Active since Mar 2013
Disgusting, don't use Capital Legacy
A gentleman by the name of Strauss Viljoen set up my will and policy and received it promptly on time in my email box.
I read through my will and saw they left something out. I sent an email on the on 20/01/2020 to amend it, no response, I sent an email again on 21/01/2020 to amend it, no response. On the 23/01/2020 i get sen my will again, but no changes and again a send an email, n response. I get a few emails now from 3 different people requesting to draft my will for me, why would I when I've already got a will and I just want to make a few amendments that were left out. I tried call your call centre, was holding on for over an hour, only got a message "all consultants are currently busy" Did I make the right choice to go to Capitall Legacy or do you think I should cancel my policy and go elsewhere ?
Please can one of your so called busy consultants call me back and answer this for me.
I trust you're doing well.
Thank you for bringing this to my attention, please accept my sincerest apologies for the frustration caused as this is certainly not how we do business.
We will be giving you a call first thing in the morning to address your concerns and confirm where exactly this went wrong.
I will also be checking with my Technical Team to ensure our phone routing system is working properly, with no possible errors.
Have a lovely evening,
Natasha Thysse
Manager - Customer Care
I trust you're doing well.
Thank you for bringing this to my attention, please accept my sincerest apologies for the frustration caused as this is certainly not how we do business.
We will be giving you a call first thing in the morning to address your concerns and confirm where exactly this went wrong.
I will also be checking with my Technical Team to ensure our phone routing system is working properly, with no possible errors.
Have a lovely evening,
Natasha Thysse
Manager - Customer Care
After a few phone calls, I was eventually transferred to Theresa Carlisle and received fantastic service from her. She understood my frustration and got down to it straight away, I received my updated will an hour later. Theresa should be commended for her fantastic work and promoted to a senior level, cause I don't think senior-level know what they doing that's why you get the type of service from the other consultants.
Weldone Theresa, because of you, I'll be staying with Capital Legacy and there is at least one person in the company that's willing to go the extra mile and help customers.
After a few phone calls, I was eventually transferred to Theresa Carlisle and received fantastic service from her. She understood my frustration and got down to it straight away, I received my updated will an hour later. Theresa should be commended for her fantastic work and promoted to a senior level, cause I don't think senior-level know what they doing that's why you get the type of service from the other consultants.
Weldone Theresa, because of you, I'll be staying with Capital Legacy and there is at least one person in the company that's willing to go the extra mile and help customers.
Thank you very much for the amazing feedback regarding Theresa, I'll be sure to pass this on to her as well as the rest of the team!
Once again, the level of service you initially received does not form part of how we conduct business and the relevant internal steps will most definitely be followed.
Should you need any further assistance at all, please do let us know.
Have a lovely afternoon,
Natasha Thysse
Manager - Customer Care
Thank you very much for the amazing feedback regarding Theresa, I'll be sure to pass this on to her as well as the rest of the team!
Once again, the level of service you initially received does not form part of how we conduct business and the relevant internal steps will most definitely be followed.
Should you need any further assistance at all, please do let us know.
Have a lovely afternoon,
Natasha Thysse
Manager - Customer Care