Deceased estate beneficiary

I’ve been trying to get proof from Capitec that I was listed as the beneficiary on my late mother’s funeral cover. I was told by the Northgate branch that I needed a Letter of Authority. After nearly two years of waiting and paperwork, I got the letter and submitted all the required documents at the branch in Jan/Feb 2025.

It’s now late April, and I have received no feedback. I’ve been passed from call centre to branch and back again with no accountability. The same consultant helped me twice and could not find my submission. I was even told Capitec might not assist “because the policyholder is deceased” which is exactly why I’m reaching out in the first place and got the letter of authority.

I need this document to complete my mother’s UIF claim and Capitec is holding up the process unnecessarily. How do I escalate this to someone who will actually act? You can’t reach the deceased estate people directly, you have to go through the branch. I’ve reached out on X but they say it’s been escalated yet no call or email.This is emotionally exhausting. Capitec, please do better.