COMPLAINT

August 2019 i took funeral covers at Capitec deducting begining of the month, one of the people on that policy passed on October 2020. When i went to claim and submit documents on the 4th Nov at Capitec in Mdantsane NU 6 mall i was told to wait for 3 days for the money to appear, on the 11th i went back to check as it hasn't appeared and i was told to come back on the 19th to meet the manager. 19th i visited again and this time i was told to bring my back statement when i asked for the manager they said i cant see the manager because the statement is needed. on 23rd i went back with my statement and i was told that my policy has lapsed because there are months that were not paid for and i saw the months but after those months they still deducted and my account was active on their systems, when i asked why did they deduct if it was closed they said they were paying the arrears (confusing). The two months out of 3 months i didnt pay there is no sign that they tried to deduct and i only had money on the 4th for both months still they didnt deduct but on their "false adverti*****t they say if they do not get funds they may track your bank account and deduct on another day. i visited a branch in Mthatha Plaza Mall with my niece trying to find out what is wrong, the manager there said there was a comment sent as a reason of declining the claim and there the person wrote that the whole of 2020 i didnt pay, i had to go and ask for the statement again (which i also pay for at my bank) to prove that. The manager was so surprised to see that i did pay as for the comment written on their systems. On the terms and conditions of the agreement, clause 6. says: Any outstanding/arrear premiums will be deducted from any benefit payable before payment is made. 6.2 we will review the premium annually and should monthly premium not be sufficient to maintain the policy benefits your premium will be increased on policy review date (i was NEVER reviewed nor given a notification that my policy has lapsed). i only received the letter after i went to claim. Also another Clause on the conditions says if there are months missed they will deduct from the claim. Please help on this matter as i have wasted my time and money visiting these branches.