Frustration with Unresolved Credit Insurance Issue and Unprofessional Service

I am beyond frustrated and extremely disappointed with the utterly unprofessional and inadequate service I have received from Capitec Bank. This has been an ongoing issue since the 1st of March 2025, when I first reached out regarding credit insurance. Precious R, one of your WhatsApp agents, acknowledged the matter but could not provide any resolution. She merely told me the incident had been “finalised” but without any feedback on the outcome.

She provided me with the insurance claims email address and provided with a contact number and send an email on the 1st of March.

In an effort to get some answers 7 days later, I followed up with Thokozile via WhatsApp, and was met with a generic response apologising for the delay and assuring me that a follow-up email had been sent to the department handling such claims. This was 15 days ago, and I heard nothing from him, Capitec bank or this department.

I received a reply to my March 1st email on the 25th of March (25 days later) from Phillip at Capitec in which I was CC’d send to another department stating “Please assist with below query/forward to the relevant Department.” Again, this was entirely unhelpful, leaving me in a never-ending loop of inaction and confusion.

The lack of professionalism and accountability is absolutely unacceptable. Capitec Bank’s failure to take responsibility, provide clear communication, or offer a timely resolution is beyond frustrating. I am tired of being bounced between agents and departments with no real answers or progress. This is a clear reflection of how little Capitec values its customers.