They just want to up-sell stuff you don't need and do not care about your Will and Estate

These guys prey on consumers' fear of death. They advertise free Wills, enforcing the notion that we all should have a final Will to ensure our assets are properly managed and our loved ones are not burdened. Just look at their website! The first massive strap line you see is "Get your Will & Cover in place with South Africa’s #1 Wills & Estates Specialists". On the bottom of their page they have seemingly impressive stats: "571K+ Wills drafted over the past 10 years, R 268M+ Fees we've saved families who have lost a loved one". What they don't tell you is 1) how many of those Wills were actually signed and returned by unhappy customers like me and 2) how people have struggled to get hold of them to deliver on their promises.

The initial outreach to discuss the much needed "free" Will their advertising suggests you so desperately need, may be a positive experience. But during this call you will probably be encouraged (like me and many others) to take out additional policies that will immediately cost you money. At this point, the Will which you were interested in and most concerned about, becomes a secondary and seemingly forgotten focus for Capital Legacy.

In my case, 1) the Will did not arrive despite several attempts to contact the business. 2) I wanted to discuss this further and contacted them on several occasions via the phone number provided, but received no response. In the meanwhile they were deducting money for the policies I was sold, with me under the premise that my Estate was being managed by them and that they would connect to sort out my Will. They did not.

When I eventually received the Will I tried to cancel the cover I was up-sold and had been paying for circa 18 months. The policy kicked off in mid 2021. I started emailing them in Aug of 2022 but when by Jan 2023 - after several emails, text messages to their Customer Service phone number and contact attempts via their apparently always-on Online Chat Facility), I once again called them to lodge a formal complaint to stop taking money I have for months not wished to spend. I spoke to an agent and left a message who (no surprise) never never got back to me. I called a second time, upon which I was told that this wasn't the typical way in which they do business. A blatant lie, given the other reviews I see here and my own personal experience. They agreed that they received all my written comms. Why did they not respond?? Apparently their systems did not pass on my messages from all the available email addresses, to the correct Point of Contact. This is unprofessional at best but in my opinion, a nice scapegoat for letting my money flow into their bank account to earn interest, until the point where I became obviously agitated and threatened contact with the Consumer Ombudsman and my lawyer.

I was promised the money back for the up sold policy - but only from August when they had record of me emailing them. They blatantly ignored my question when I asked about the other calls and text messages I'd sent to them prior. They also did not volunteer to pay me interest, which essentially they have accumulated on top of my money they took in an unsolicited fashion.

In short: They do not care about your Will and Estate being managed best once you die. They are in the business of fleecing consumers for cash made from up sold policies. They do not invest in the relevant mechanisms to respond to customers because (in my opinion) frankly, they just do not care about people. The positioning of the Will product, is a **** based on fear. When asked "Is it policy for your organization to deduct monies from customers for whom you do not hold a signed and returned copy of their Will?" The answer was: "The will is free, we didn't charge you for it. You agreed to pay for the policy.."

That says it all!