Capitec Bank is ignoring me, and is refusing to pay out my funeral claim.

Capitec Bank ID refusing to pay out my funeral claim.

I had put on a claim on 10 April 2026 via email, I again tried on Sunday 12 April via the Capitec whatsapp number and since then my claim has been pending until today. I tried to send follow up emails (2) to no avail. On the 4th May 2026 the policy deducted a premium for the deceased, how I don't know. The policy has not been updated and it's still active for the deceased.

I went to the bank on thr same day to query, the consultant could not tell me why the policy was not updated, why they deducted money for the deceased, and why the claim was still pending. She asked for the documents, she helped me to put in another claim, she called and a lady she spoke to from head office promised to give md a call back, and still today I haven't received any call, the claim is still pending, and my policy has not been updated.