Reference no ***

I am very disappointed with the Capitec Bank when it comes to the Funeral Policy having a funeral policy with them thinking it would be the best way to cover my loved ones but not knowing it will such a pain not knowing it will take forever to receive the payout on the time of payout of the claim.I regret the day I took out the policy with the Capitec Bank their service it's very bad I must say don't want to lie .I did the claim on the 25 of October for the accidental death and submitted all the documents that was required from me and there was no outstanding documents required from me but still even today I have not received the payment of the funeral payout claim and not received any communication from them ever since I have submitted the documents the documents to them on the 25 of October they only responded on the 26 of October sending me a text stating that they will respond to me by the 3rd of October today it's the 8th of November haven't received any communication ever since last on the 26 of October.I have been in and out to the branch to find out what is happening what could be the hold of the payout but am not getting any valid feedback all I was told that it's still under investigation for how long perhaps only God knows because even the consultants are also confused even the management even though they are trying to assist but can't really help me at the same time as there is no notes stating the reason for the hold of the funeral policy claim payout this is so stressful at the time of hard times ofwhich Capitec Bank should be making it at ease for me to bury my family member but struggling with regards to Capitec Bank you can never rely on them they are so disappointing I must say it's more than 10 days investigating even though I was told to wait for 5 days but then was told to wait for another 5 days besides calculating the weekend as was told not to include the weekend of which I fully understand that.I did lay a complaint with the Capitec Bank but still have not received any communication from Capitec no sms, email or anything at the branch they called them several times and email no response still was at the branch on Friday even on Saturday and yesterday last even on Wednesday and it's like the waste of my time at the same time as the response it's still no use as been told several times that it's still under investigation I really don't know what is happening as I need help from Capitec Bank of which they are not helping me all their investigators are very slow I must.Funny enough what I don't understand is that my aunt did the claim on the 30th of October with the very same documents documents I also submitted and she got the documents from me and received the payout on the 3rd of November even though she was told that she will get respond by the 8th of November how is that possible my brother is also having the same issue as he also covered him the same day I did the claim on the 25 of October but then got processed on the 26 of October.This is my aunt son our mothers are sister's but they are both no more hence we have covered him and since that am working as he wasn't working hence I have covered him and his siblings and my siblings for cases like this but yet Capitec Bank can't help it's no use their service it's very bad and poor I would not recommend them to any very disappointed, stressful and heartbroken at the same time.About 5 consultant at the branch even management wasn't able to help me with regards to this claim as the couldn't understand or give me solution with regards to this issue I really don't know how long I still need to wait until so that I can be able to receive the payout what they are investigating more I really.I work for the bank institution and did the claim somewhere else with the very same documents but received the payout within 48 hours I must say I was happy with the service they gave me there was no holding out on the claim and why would I lie that am related to my cousin as took the policy for the burial and not the investment but for him to get a dignified funeral service today it's the 14th day without the payout.I reported this issue even to ombudsman since I was not getting any communication from Capitec Bank.The reference number of the funeral policy claim payout is *** I even know it by head as have been doing follow up at the branch every time and on whatsapp as was advised by the consultant but I really don't see the use of that WhatsApp as it's no use Capitec Bank if you keep on doing like this you loose business and your licence this is bad service I must am not happy at all on what am currently experiencing it's not on just imagine for someone who have nothing to put on the table just relying on the only policy how to bury your loved one without a payout when Capitec Bank is so disappointing hopefully I can be getting feedback soon as.