Funeral Claim claim payout

Ever since I've used Capitec Bank this is the worst experience I have ever had in the past 7 years I have been with you guys. I had insured me and my Dad with your funeral policy from last year August, then after a. Couple of months I wanted to increase the cover and I was told by the contact centre consultant that I could and I had to take out an additional one (which I found Ludacris cause it didn't make any sense), I did that (on the app) cause I didn't have time to go inside the branch.

Fast forward, my passed away 05/04/2019 and I am not able to grieve properly cause Capitec Funeral Plan has not paid me till today. I had received my Father's death certificate the 10th of April and I submitted all my documents that day and till this day NOTHING! The only feedback I received was that day to say they got the documents and that they were processing the claim and that was it! Today is 23rd of April and I still have not been paid for my cover and neither have I received feedback none what so ever.

My Dad's funeral was meant to be on the 13th of April but due to no feedback and no money I had to postpone the funeral (which went against all my cultural beliefs and was very embarrassing) to the 16th. On the 15th (still no response after being told turnaround time was 4-8hrs) I went into Gugulethu branch 4159 (dispite being stretched for time) to get help. After the Consultant and Branch Manager called the claims department and contact center, there was still no resolution - cause your claims department is the most useless people I have ever come across . I called emailed the claims department and no one got back to me.... The branch consultant and branch manager tried to call and email but till today I am getting the run around and no feedback none whatsoever!

On the 15th I was forced to take out a personal loan so I can bury my dad cause I couldn't delay the funeral any longer. 1. Now I have a loan that I didn't plan for, and will be paying for something that is your fault 2. The funeral plan premium will be going off on Thursday covering someone that has been deceased and buried! 3. I have not received any feedback till this day and your Customer Service is pathetic. 4. I will never recommend your funeral plan to anyone cause it is the worse policy on this planet.

It has taken me a very long time to come to this point of lodging a complaint, cause in the 7 years I have been with you guys I have never received such shocking service. In the sense of "good faith" I had hoped it wouldn't get to this point and this would have been resolved by now. I am also going in good faith and hoping that Capitec's Funeral what what department will resolve this before I get in touch with my lawyers cause I have had ENOUGH. I don't know whether it's a race issue or you guys just being *********** nje!

I will commend the Gugulethu Branch for assisting cause I wasn't going to get anywhere with this. The Regional Manager and Branch Manager of Operations have been emailed by them as the last resort hoping I am going to help.

Being the only child of man, I have alot of things to do and I would really love to grieve for my Dad but I can't cause of this nonsense! I don't know whether you guys find pleasure in seeing a young black woman in UNNECESSARY debt or what the case is, but I promise you this - I am going to get this resolved one way or another.

Regards, One disappointed and disgusted customer Nomathamsanqa Dunjana