Capitec Funeral Policy Compaint

I am Thabisa Mnyaka residing in Mdantsane in the Eastern Cape. I have opened a Funeral Policy with Capitec in August 2018, the Effective date it started deducting their 1st Premium is 01 September 2018.

Last year In August I got retrenched Bt I managed to pay my installments. I have been paying through my app because I am no longer getting salary on the Monthend so I have been paying with my uif money. I pay on the 5th of every Monthend,

On the 7 January 2021 went to Capitec Branch tin Mdantsane City to make an arrangement that they deduct on the 6th fr everymonth since I am on uif.

Sulezi Ndzondo is the consultant that was helping me out there and I showed her my retrenchment letter and She did that... I explained to her that.. I am not working Bt I am aware of my 1 installment outstanding that falls under 2019. It always shows on the app whenever I am paying.

She verified that.. It is that 1 installment fr 2019 that is outstanding. She made all the changes. And said they will deduct the next month...

On the 5th of February I have paid R332 funeral policy on the capitec app... I did not pay March.

Suprisingly on the 1st of April 2021 got these sms

Capitec: Miss Mnyaka, your funeral policy CF***1 has lapsed due to non-payment of 3 or more premiums. You and your family are no longer covered. Use our app, visit a branch or call us on *** to take out NEW funeral cover. FSP46669. Insurer: Centriq Life. T&Cs.

Capitec: Miss Mnyaka, you owe R998.70 (3 or more premiums) on your funeral policy CF***1. You will lose all funeral cover if an immediate payment is not made. Visit a branch or call us now on ***. FSP46669. Insurer: Centriq Life. T&Cs.

I went to the Branch yesterday at Capitec Branch in Mdantsane City Mall.. In Mdantsane.. I was helped by their consultant Lwanda Gxabana...

This guy tried his level best to assist me.. He called their head office and spoke to someone who is Tebogo Kokwana.. He further explained that changes were made in their system..

That the Policy deducts on the 6th..Bt they closed the policy on the 1st of April 2021..Whilst Consultant Sulezi Ndzondo has made all the changes.. Clarified that they deduct on the 6th.

The consultant Lwanda Gxababa spoke to Tebogo Kokwane at the Head office. . It's Tebogo kokwane who asked the consultant to write down all the premiums from 2018.. I was not sure whether after he writes them down. He will still need to get back to him..

Im not sure how logic it is.. Whilst they sent a message saying policy lapsed.. With 3 months premiums. At the same the Consultant keeps on explaining that I am 2 installments behind.. The statement on his side shows 5th February deductions... I was paying from the app..

Bt they went to deduct on the 9th of February as well.. I'm not to sure there about how they update...

My app shows the deductions of this policy every month

So now must I suffer the consequences of paying through my app.. Capitec not updating their system.. Also must I suffer the consequences of being retrenched.. Lost our jobs...then we continue paying the funeral policy.. Still the policy lapse

Tebogo Kokwana I humbly ask you to please look through my policy as it lapsed.. The fault is on your side as the consultant continued explaining to you

Date for deduction is the 6th of March when I am paid my uif at Labour.