Uncredible, ****ming credit insurance

I app**** for credit insurance with Capitec, filled all required documentation as per the request, my request was approved with no conditions information nor instruction attached, My loan account was supposed to be paid in full as there were at less than 5 instalments left, I realised later that the balance is still pending and they only paid 4 instalments tried to call and I will be transferred to a line that you will hold for 47minutes or it cut is self off.

In May 26 I had money sent to my account and R3403.48 was debited, I called and again you will call at least 6 times to get a consultant that will understand and put you through that 47 minutes line and lucky if eventually someone picks up from the other side, after days my money was refunded less R83.64

On the 25 of July again R 3635.50 debited, I called in the morning 8am I was kept on hold till my call was cut, from 8am holding till around 11am when only then I went through to someone who gave me one sentence answer: send an email to this address..... I sent an email.

Received response from no signature individual responding to the consultant Tersia Everts the following day at 14:19 indicating that my refund will not be processed because I used the credit facility after notice. None of my questions were responded to as per my email I personally sent. 1. The account I am enquiring does not have access facility, call centre confirmed when they checked the reference of the debit order. 2. If that was the case when my claim was approved why was I not informed of the condition? 3. I had funds coming in my account from January to March why was the payment not effected then if that was the case? why was I not contacted to be informed of the condition if there was any?

I am unemployed a have been the one on the phone who has spent money to get information, I was advised I cannot speak to the consultant who is responsible for insurance only email, I called again after I received feedback after holding for 15 minutes the consultant the consultant asked for my account and verified on the system, she confirmed that the account they debited was indeed loan not credit facility I was put to another line which was on hold for another 30min when I got through trying to get clarification it was 4:37 line got cut off.