Capitec Bank funeral policy refund

Dear Capitec Funeral Policy Complaints Team, I am writing to express my dissatisfaction with the service I have received regarding a funeral policy that I requested to be cancelled. On 6 April 2026, I signed up for a Capitec funeral policy and successfully completed the DebiCheck approval process. Shortly thereafter, I found a more affordable funeral policy with Icebolethu. As a result, I contacted your call centre and requested that the policy be cancelled. The consultant I spoke to confirmed that the policy had been cancelled. On 7 May 2026, I noticed an attempted debit order on my account. At the time, I assumed it was a system-related issue since I had already been informed that the policy was cancelled. No funds were deducted as there were insufficient funds in my account. However, on 6 June 2026, a debit order was successfully processed and funds were deducted from my account for a policy that I had already requested to be cancelled. Concerned by this, I visited the Protea Glen branch, where I was assisted by a consultant named Alungile. During our discussion, I was informed that there was no record or log indicating that I had previously contacted the call centre to cancel the policy. I find this extremely disappointing, as I clearly remember calling and being advised that the cancellation had been processed. I visited the branch with the intention of reversing the debit order, believing the policy had already been cancelled. Instead, I was informed that the matter would take 5 to 7 working days to be investigated and resolved. My position is straightforward: I do not want this policy, and I want a full refund of the money deducted from my account. I requested cancellation shortly after taking out the policy and should not be held responsible for internal administrative failures or missing call records. I request urgent confirmation that: The policy has been cancelled with immediate effect. The debit order deducted on 6 June 2026 will be refunded in full. Written confirmation of the cancellation and refund process is provided to me. I trust that this matter will be resolved promptly and fairly. Yours faithfully,