Capitec Insure - Quick to Deduct - Slow to Refund

I cancelled 2 insurance products on 11/08/2025. I logged a query to the customer care email address to confirm how long the refund process takes. I was called on the same day. Initially the agent could not locate the debit orders, however with my guidance she confirmed that the premiums had been deducted on 04/08 and that she would refer the matter to the correct department to deal with. Either she would call me back or they would.

As I had not heard anything up until this morning, I called in to request feedback as to a TAT on the refund. I spoke to Cailin. Initially I was told that I was not entitled to a refund as the premiums had already been deducted - I reminded her that I cancelled the products within the cooling off period. She then put me on hold to investigate. When she returned to the call, she advised me that I had only cancelled the products on 11/08 and that there was a 7-14 working day TAT. That an agent had been assigned but had not started working the matter. That they needed time to investigate whether it really was within the cooling off period or not.

I requested the agent's details that the account had been assigned to. She declined. I requested the manager's details. She declined again. I told her I want someone's details because I am not going to wait until day 13 for someone to start working on my matter. Capitec is quick to deduct the money, why do I need to wait for it to be reimbursed? She advised it has been assigned, and I told her that it still hasn't been touched.

I have worked in the industry, I know how long something can take, and it is amazing for me that banks and other financial services think we as clients are stupid.

I am not scared to escalate and to make a noise, and it would be in everyone's best interests to attend to this matter very seriously. I don't want the usual nonsense that you all spout to placate your customers. I want my money in my account by Friday 15/08. I feel this is a reasonable TAT, 5 working days. But you better hurry, because your agent has already wasted 2 working days by doing absolutely nothing.