Bad Service

Hello Peter

maybe you can assist with my query, this is going back to 01/03/2021 and to date it has not been resolved.

I have a funeral policy with Capitec bank since 25/03/2020 at a premium of R300.00 I unfortunately missed a premium in December 2020 and Jan 2021, I then received an sms in February informing me that if I don't make a payment at end Feb my policy will lapse.

At end of Feb when I was trying to make a payment I realised that my policy had lapsed even though a few days before it was still in force.

I then called Capitec call centre and was advised to go into the nearest branch.

I went to Capitec Carlswarld and was assisted by Siya, who contacted the funeral department, they then advised that the policy lapsed due to missing 3 premiums.

I then asked why are did they send me the sms to pay end of February and then they lapse the policy?

I asked if they can re-instate the policy so I can pay the outstanding premiums, I was then told that they will not be able to re-instate the policy, I then asked if they did not have a premium relief like other companies were doing during COVID to assist clients that are struggling?

I was advised that the offer was available "during COVID" and it is no longer available? I then asked if this communication was sent to the clients? the feedback was yes it was sent, I then asked how come this communication never reached me? I still do not have an answer to that.

My request was then escalated for a resolution as I asked that they give me an opportunity to re-instate the policy or refund my premiums from inception? (as I was never sent a email/notification etc.) . To date I'm still awaiting feedback.

On 02/03/2021 R300 was debited from my account for the same funeral policy that has "lapsed", I then went into Capitec Carlswald branch and spoke to Siya who escalated the request again and I was given incident number : ***6 again still no feedback.

I then called Capitec call send again today 13/04/2021 since no one has bothered to call/send me a response, I was sent from pillar to post until I spoke to a lady that still wanted me to explain the whole issue from scratch. Whilst chatting to her I advised her that I am calling from my cellphone and not sure if I have enough airtime to continue with the call and that even if we get cut off she will not call me back, and the unfortunate happened we got cut off and unfortunately she has not called back and I will not call Capitec back as this is a costly exercise (using my cellphone and driving to the branch - I doubt if they will re-imburse me for it).

All I am asking from Capitec is for either my policy to be re-instated or for my premiums to be refunded back from inception date of the policy.

I have already contacted two insurers for a quote for a new policy. I need to know where I stand with Capitec so I can make a decision.

Regards

Jennifer