Complaint Regarding Unresolved Claim

I am writing to express my deep disappointment regarding the handling of a claim I submitted on 5 May 2025 for my cousin. When I lodged the claim, I was assured it had been received and that I would be contacted with further communication. Within two weeks I received a call, during which I answered every question asked. Since then, however, there has been no meaningful update from your side. What makes this even more concerning is that other family members who submitted claims for the same matter have already been paid, yet my claim remains unresolved. I have phoned multiple times and reached out on WhatsApp, but each time I am told only that the claim is “still under validation,” with no explanation of the delay or next steps. I was initially told that I would receive feedback, but months have now passed and I am the one constantly having to follow up. This lack of communication and accountability is ********* and unprofessional. As a loyal Capitec customer, I trusted that my claim would be handled with care and transparency. Instead, I feel ignored and let down.