Capitec Bank very *********** when it come funeral Plan service

Good Day

On the 06.10.2018 I have opened a funeral Plan with Capitec Bank at Promenade Branch with Consultant Lucian Swartz. He informed indicated that first premium will go off on the 27.11.209 I did not have a problem with that as I knew that I will getting my bonus at that period I personally informed they guy that I do not get my salary from Capitec it goes to my STD account. I was excited when I left the branch because of their affordable premiums, in November months after receiving my bonus I went to settle my credit card with Capitec I then decided to make amendments on the policy as my father’s name was spelled incorrectly I took his ID as well as my mother’s in. Ask the consultant in Wynberg to assist (Vahnia) which she was very help full. She also indicated that changes were made and everything is sorted .and I have noticed last months that the premiums were not deducted and I made contact with customer service line, the lady told me that the status of the account is active on the system but there was no payment received from there side then I went into the Branch in M/Plain , yhooo the consultant was so confused she could not even explain what was going on she called a colleague then lady told me that my account is no longer active and I was so shocked since I was under the impression that I am covered with them , I am thinking what if something happened and I am not even aware that my account is no longer active , she said there was no money in my account they could not get money since , reason being Lucian did not complete details from STD bank or not save it I do not know , they have been looking for the money from Capitec account . I was like who make such mistake? Then I have decided to open another one immediately as I was advice to. Then was not having my mother’s id copy then I did not give my son’s second name and my mothers. I went in to Wynberg to add the details Vahnia happen to be my assistance again and she made changes and I told her about my experiences and she personally to stick to one branch I was like wow does that means if I opened an account from the Eastern Cape so I will have to Eastern for assisted even if I am at the Western Cape is it not the same organisation the details that she did not change the time and asked her to double check. and she checked and boom information was still the same on the system after making the changes and she made contact with the call centre still did not help and all I was given is the reference no they said I must check after 2 days. My concerned is what if something happens to my family now? I find it very strange not to be able to make changes on the system coz this is not the first time last time I request the changes to be made and the details where the same just that the last time I have never asked Vahnia to double check after making the changes. I feel like I am doing their job now. It makes me wonder if they really work for you if should anything happen. Big question, and why this funeral introduced if it’s going to cause such frustration. Regards Vuyokazi Ndengane