Capitec Bank Devious during Covid-19 Crisis

On 15 April 2020 I called in at the Capitec Balfour Park Branch and presented a letter from my company stating that I would need to take unpaid leave for the Covid-19 Lockdown for the month of April 2020 and would suffer a reduction in salary. I asked the consultant that I would like to claim from my Loan and Credit Card credit insurance cover for Retrenchment/Unemployment. He presented my letter and came back to say that my claim was rejected due to the fact that I was getting some income and that I would need to arrange for a new installment. As the consultants were all busy, I would be contacted in the next day or so to discuss my affordable installment. When I researched the criteria for this insurance, I discovered that my loan and credit card payments would be covered if there is a 20% loss of salary due to the Covid-19 Lockdown. I was furious and disappointed at how the Capitec consultant deliberately misled and **** to me with incorrect information and coerced me into more debt by going into a payment arrangement. With this information I then called the Capitec Bank helpline and spoken to a consultant who also said that I don’t qualify for the insurance cover as I am not unemployed. I stated that I had researched the cover and I do qualify. Why are the Capitec consultants playing dumb and making it so difficult for their customers to apply for this insurance – it is owed to us? Capitec Bank is mentioned in the blog by Maya Fisher-French it states “You need to check with your bank if you have credit insurance but I can tell you that @CapitecBankSA & @AfricanBank cover pays the premium, up to 12 months, for clients on short time or compulsory unpaid leave where the reduction in basic income is 20% or more. Eventually the Capitec Bank consultant suggested I try and apply by email to the credit insurance claims department – and now I wait. In the meantime I received an SMS to notify me that the change I made to my debit order (I assume for my Loan Account) was updated successfully. No call as promised has been received by me? I don’t believe that Capitec Bank care for their customers – with this type of attitude during a time of hardship for all South Africans – it makes you think twice about supporting this devious bank. Your slogan “bank better, live better : We help you manage your financial life better, so you can live better.” -seems to be just lip service and means nothing. In times when it should matter your help is atrocious and non-existing, but I assure you when times get better, your aversion to help will be reciprocated.