Deceased Estate Division

Hello Peter!

On the 11th February 2021, I submitted documents for my late mother who passed away on the 26 November 2020. I submitted all relevant documents as advised by our family advocate and Capitec Bank Manager including letter of executorship ,certified ID copies, copy of the late estate account confirmation from FNB etc. to enable Capitec for ease of transfer of funds from their institution.

After two weeks, out of curiosity I took it upon myself to make a follow up with their head office to check the status of the transfer, to my shock I was told by one Consultant that a copy of my sister's ID and a letter of executorship was not submitted but Capitec never had the audacity to call the branch or the family on these outstanding documents that they claim to not have received. I resubmitted these documents via email to their head office and was told the transfer would approximately take 10 days maximum.

Ten days past and made a follow up and I was told that there are delays in the process due to high volume of work and an apology was conveyed whereby a commitment was made again that I should wait for another 10 days. I made a follow up after 10 days and a Consultant on the line told me that the transfer will go through in the next two days. After waiting for another 5 days to give Capitec ample time to process the transfer, I then phoned Capitec Deceased Estates division, and I was told that there are documents that were outstanding and I was furious and told the Consultant that we have submitted all documentation over a month ago, she then dropped the phone on my ear. I kept calling the call center and every time I'm told a different story. One will tell you that that the transaction is being processed, one would tell you about outstanding documents. One would tell you about verification from FNB Late Estate Account.

It's now mid April and I called yesterday and was told that they are still waiting for verification of the Letter of Executorship from the courts. The letter was first submitted on the 11th February 2021. I would like to put it on record that the money is accruing interest which only benefits Capitec. Now we are faced with threats from my late mother's Debtors who want to auction our family house and repossess the family car to cover the costs of are due to them.

I have sent numerous emails to Capitec and visited their different branches many times without luck, branches blames their head office for incompetency, lack of compassion and respect for their clients. I have been taking many times off from work, used a lot of money for petrol visiting different Capitec branches across the country with the hope that I would maybe find one employee with the right skills set to no avail.

It is now apparent that Capitec as an institution do not have synergy and coordinated systems to deal with complex matters.

Please help Peter! Our family had enough.

Romeo Mabe ***