Policy Claim Paid Up to a *****ulent bank account.

Incident# *** (Active) - ELIZABETH NKUNA

My mom was a Chronic Heart Patient and therefore took early retirement from work. As a result her Capitec policy she paid for many years, lapsed because, she couldn't afford paying for it anymore.

After she got approved for her Disability grant last year, she re opened her policy at Capitec, and then decided to cancel the policy she had with Multichoice Funeral plans, however the policy was opened from scratch, and didn't continue from the one that lapsed after her retirement from work.

Unfortunately mom passed away on the 31st of January 2024, after getting the Death Certificate, we started claiming for her policy myself and my elder sister (Priscilla Alice Nkuna) at the Capitec Bank.

A day later we received a call stating that mom's (Elizabeth Nkuna) funeral claim (***) was declined because she didn't have 6 Months paying her monthly fees.

The case got closed.

A day after, we received another call, and we where told to submit previously canceled that mom had, canceled after re joining Capitec Policy.

We found 1 from Multichoice, then submitted the cancelation letter. However, Capitec did not give us any feedback, until we called and asked whether they found our cancelation letter email. The consultant found on the phone just said the incident was long time ago closed.

We had to go back to the Capitec Branch at Randfontein Tambotie Mall, to re open the claim and submit the cancelation letter of previous policy from Multichoice. Thats when the policy claim was re opened (***).

We even had to borrow money from Loan Sharks because Capitec was not giving any feedback until the funeral date reached. We called a number of times, each consultant told a different story.

They told us the cancelation letter was not clear when the place was canceled, whereas the letter had a date, and clearly written, "Cancelation effective immediately ".

After that they said they want a policy Schedule from Multichoice Funeral plans. We submitted all the documents. This went on for 4 months.

Loan Sharks are on our throat they want their money, and the interest has increased. We already wasted a lot of money taking taxis to Capitec Branches (Kagiso Mall). Airtime money wasted calling the Capitec landlines.

On the 6th May 2024, we received a call from Capitec consultant, they told us they are closing the incident funeral claim because, proper documentation hasn't been provided.

On the 8th May 2024, we received an sms on Mom's cell Number stating that "Your funeral Policy Claim paid: R20 000". However, bank details as to where the money was sent, was not mentioned on the sms.

We went to the Branch on the 11th May 2024 to ask about the sms, and to our Surprise we where told the message was sent by mistake. We are Sueing who ever sent this Sms.

Moreover, we where very disappointed and clearly recognized that Capitec had ****ed us. We where left shattered, and confused. Therefore, decided to write to Hellopeter, with the hope of getting justice, and paid up our Mom's funeral claim, as per the sms. With compensation for all the money spent for 4 months making calls and traveling to the bank Branches.

Moreover, we request compensation for heartache caused to us, during the periods we should be mourning and grieving for our Mom, but instead, we going up and down dealing with this *****ulent Capitec Funeral Claim.