Funeral Cover Disappointment

I am extremely sad and disappointed by how Capitec mistreat their customers. I lost my brother on the 16th Jan 2021 he had funeral cover with Capitec from 2019 and he was the main member, after his passing on Tuesday the 19th Jan I went to Capitec branch in Maluti Crescent Mall Qwaqwa to claim as I had started with the funeral arrangements and everything was done I mean claim was completed, supporting documents were sent and they promised to pay within 4 hours. I waited for a pay out until Thursday the 21st but nothing was happening until I decided to call their call center and follow up. The consultant that I spoke to told me that the policy has lapsed in 2019 and I asked her how possible is that because Capitec debits my late brother’s account and besides my brother only started with the policy in December 2019 she was not making any sense as she couldn’t even answer some of my questions then I decided to drop off the call. I called again few minutes after then spoke to another consultant which I explained the whole story and he told me there is no communication on their system that she’s the policy has lapsed, he can only see that the claim was submitted and it’s “in progress” status and waiting for their legal team to assess it therefore I should talk to their legal team since then I was transferred from pillar to post at that time I have received invoices from everywhere because I was waiting for the payment I then decided to go back to the branch and follow up with them. I get to the branch the consultant tells me that my late brother had taken another cover in September 2020 as the first one had lapsed so he was still on the waiting period so I suggested that she printed the copy of the new agreement as I had the copy of the policy that he joined in 2019 and guess what when I compare the two agreements I could see that they tempered with the document and edited it I mean it’s a leaving document after all even worse the second agreement that they printed was not even signed and witnessed by consultant as the first copy I had, it really showed that they edited the document so I had to pay the funeral arrangements out of my pocket. I still have those two different documents with me, I am honestly broken to the core and wouldn’t advise anyone to take funeral cover with Capitec.