Still Not Cancelled – Endless Delays and Excuses

This is a follow-up to my previous complaint.

Despite repeated written instructions to cancel my policy, Capital Legacy continues to delay the process. The cancellation has still not been finalised.

Over an extended period, I have been passed between multiple departments, including servicing, client care and cancellations, with no resolution. Each interaction results in further delays, generic responses, or new requirements.

I have now been told that a cancellation agent “attempted to contact me”, which is simply not accurate. I am retired and available. More importantly, my instruction to cancel has been given clearly in writing multiple times, which should be sufficient to proceed.

It should not be this difficult to cancel a policy. The process appears unnecessarily complicated and drawn out, with ongoing delays and excuses rather than action.

At this stage, it feels as though the intention is to prolong the process rather than to assist the client.

I once again request that the cancellation be processed immediately and that confirmation be provided without further delay.