Death policy complaint

Item: Capitec Bank
Rating: 1
Author: Andrea M

Good day, I am a very disappointed and angry client as I have a policy with Capitec bank since 2021. I increased my cover amount about 5 months ago whereby 4 successful new premiums went off from my banking account. I was told by a consultant in Wynberg branch that there's no waiting period if u make changes on policy. i done amendments on the app whereby last week Wednesday i was advised by a consultant in Kenilworth store they dont have the information on their system. I claimed for my late mother on 16-09-2025 and got paid out only the initial cover amount. i spoke to multiple agents at your head office as well as complaints centre and nobody could assist me instead they drop my calls. Complaint was logged 17-09 by Chumisa and was told turn around time is 2 days which was suppose to be friday 19-09. till date i have not received a call or feedback. i contacted last thursday and today nothing has been done. I need the full cover amount urgently!

Your prompt response and assistance would be highly appreciated.

Helpful (0)

Replies (3)

Capitec Bank's replyOfficial

23 Sept 2025, 12:40

Good day Andrea We acknowledge receipt of your query and have assigned your matter to a designated official. You will receive further contact within the next business day. Kind regards Capitec Bank

Capitec Bank's reply23 Sept 2025, 12:40

Official

Good day Andrea We acknowledge receipt of your query and have assigned your matter to a designated official. You will receive further contact within the next business day. Kind regards Capitec Bank

Andrea M's updateReviewer Update

25 Sept 2025, 16:29

I am writing to express my serious dissatisfaction with the service i received, which i believe falls far below the standards expected from a bank of Capitec's stature. i contacted Capitec for urgent assistance, only to be told i could only speak to Keegan, a line manager who is currently unavailable. What makes it even more concerning is that Keegan has previously informed me that he cannot assist- yet i continue to be redirected to him with no alternative support offered.This has resulted in not only wasted time, but has also cost me financially. It is unaccepted that i am left without assistance simply because one staff member is unavailable. I find it deeply frustrating and unprofessional that no one else are able to step in and resolve my query.
I cannot imagine that this level of service reflects the values and vision of Mr Graham Lee, Capitec's CEO.
If he were aware of how clients are being treated-left without solutions, passed from person to person, and effectively ignored- I am certain he would be shocked and dissapointed.
This experience reflects poorly on the entire brand.

I Urgently request that this matter be escalated, that a competent manager contacts me immediately, and that i receive a clear explanation of such service failures are allowed to happen within Capitec

This matter deserves urgent attention and resolution.

Kind regards,
Andrea

Andrea M's update25 Sept 2025, 16:29

Reviewer Update

Andrea M's updateReviewer Update

30 Sept 2025, 10:46

i have not received any feedback or call since the response promising that i would receive further contact ''within the next business day'' on 23 sept.

Andrea M's update30 Sept 2025, 10:46

Reviewer Update

i have not received any feedback or call since the response promising that i would receive further contact ''within the next business day'' on 23 sept.