MY FUNERAL COVER UNFAIR TREATMENT

I have a Capitec funeral policy, which I was behind with 2 months, one month I still do not understand how.

December 2020 I called Capitec to make ask if I could make arrangement for a debit order to go through earlier on the 16 December 2020 and wanted verify if my debit order date for future months will not be affected which is 28th day of every month. 16 December the debit order will go through was assured that the following months will not be affected meaning 28 January 2021 the debit order will go through. 16 December 2020 at 23:38 the debit order went through and the payment was successful. 21 December 2020, I had called the funeral department to see if my account was up to date and who was covered in the policy as my uncle was late and I did not have my documents with me and I was assisted that the policy was behind with 2 months, and I had again updated my details that every 28th day of each month an amount should be deducted emphasizing on the past that late dates could be the result of the policy being behind the lady that assisted assured me that everything was in order. I had gone to check my app and it was reflecting that every 28th day of each month it will deducting. 28 January 2021 apparently Capitec failed to deduct even though there was money in the account and only sent me an sms that indicated that I am behind with 2 months and I should make payment of a total of two months which I will do. Today I called Capitec after they had sent me sms letting me know my funeral cover has lapsed bearing in mind that my account had a lot of money and at the end of the day, the closing balance was R3153.22 at 18:03 on the 28 January 2021 which was the date they were suppose to deduct and the choose to do it on the 30 January 2021 which still on the day I had money in my account R1600. I called today and a lot of escape corners which I will detail below:

-They said I had no money in my account due to their system that stated I had pending amounts from purchases that I made and Capitce could see hence they did not deduct. * I expressed that there was MONEY in my account and gave them the exact figues

- The lady said that the contract states the last day of the month capitec deducts * I have a contract and it states that the day I choose which is the 28th day they will deduct and failing which the bank will return.

- If there is no money they will return on the 30th *But both days I had funds. - The lady then states that December I had made manual payment in December that affected my date * of which is a big lie, a debit order went through in December. I had called Capitec to get assurance that my arrangements for December will not be affect my debit order date for the 28th day of every month and they said it wont.

I am not happy as I had called before to ask CAPITEC to stop deducting on later or early days due to my miss of payment in October unless the 28th falls in a weekend they can deduct the Friday before the 28th. Also I feel if Capitec had deducted on the 28th as agreed on my contract although the month of January on both dates the lady had mentioned. although there was enough funds. I am unhappy coz, if Capitec had told me to make payment as they will be unable to do the debit order on the agreed date I would have done so.

I am unhappy as all the reasoning of the lady showed me she was playing guess game and with no facts as to what exactly had happened for them to fail to deduct on the agreed date which was 28 January 2021 which was on a Tuesday which is not explainable due to the available funds in my account that I had.

My funeral cover should not have lapsed