Funeral Policy Complaint

From: Benni Madondile <***> Sent: 30 September 2021 8:01 PM To: *** Subject: Funeral Cover Plan | Complaint

Good day

It is with a heavy heart that I am writing this email at this time of the day. I have taken a few hours from my employer to try and sort this matter out and for what benefit - to be told that my cover has lapsed because I have missed 3 payments.

In this case I beg to disagree, if you are taking me out of the cover it would be for something else but not the fact that I have missed the payments. The reasons for that are:

I have gone to Brackenfell Capitec Bank to provide you with my new bank details as I have changed to bank with ABSA. I have stated to the consultant that I get paid on the 25th and need my Funeral Cover to deduct as I am in arrears. See attached confirmation of change. No confirmation from the agent that the deduction would never go through because the change was already late. Remember I do not work at Capitec to know when your deductions are prepared. I was under the impression that the deduction was made and then I would go and pay the other 2 months behind today. Earlier today I received an SMS confirming that I missed the payment and I was alarmed but knowing I have 2 months I still need to sort out, I went to Somerset West branch and was told they do not do deposits inside but only at the ATM. As surprising as it was, I went outside to find the queues were very long and I was at work. I left without making the deposit at around 10am. After 4pm I went to Strand Capitec Bank and when I went in I was told to go deposit outside as there were charges. I had to stand on the queue and at around 5pm the ATM had an error and we could not deposit which led to me going inside to deposit. I then went to a consultant to transfer the funds to pay the Funeral Cover premiums only to be told I cannot do the payment as I have missed 3 payments and the consultant I spoke to had no interest as to what was happening then wrote a note to say I must just complain via email. That was a bit puzzling too because I am already at the branch and normally one would be assisted with a phone call at times then one would speak to whatever department. The reason I am lodging this complaint is that I am refusing to be told my policy have lapsed, not after I have tried to sort out my premiums to be up to date. Not after the failure from Capitec consultant to tell me it would not go through - at least I would have made way to go and pay manually on the 25th September 2021 like I did today. If you are to tell me my policy has lapsed, you would have to process all the premiums I have paid to you back, this is because I believe I am still within the end of the month for the policy to lapse like that. I know I am liable for making sure the premiums are up to date, however, I have changed from Capitec bank to ABSA because I started getting a feeling that the service I was getting was not what I signed up for. Capitec has changed completely and now that the services are being automated people are expected to have nice phones and use apps by your consultants even when the times do not allow. Capitec was becoming expensive for me and no patience from service consultants. Before Covid, everything was smooth sailing and we had no issues going online and do things ourselves but we were forced, some of us to cut some of the things and it became paining to me when I created a simple conversation with one of your consultants in Strand about the ATM that was faulty and charges. My angle was that, I was turned back in Somerset est earlier this morning and was told the deposits are done on the ATM. My time was up and I could not queue that time, now I am in Strand which was closest to me queuing for closer to an hour only for the machine to be faulty yet I will pay fees. The answer was sarcastically: you can go to another ATM if you don't want to pay charges. For someone who is not driving to go to the Somerset Mall at 17:15 with them closing at 18:00 it did not make sense but the care was clearly not there.

Please get back to me urgently regarding the matter so I can consult.

Regards

2

Benni Madondile