Unresolved Issues and Poor Service at Capitec Claremont Branch
Dear Capitec,
I am writing to escalate my complaint regarding the failure to cancel my Funeral Cover policy and the subsequent lack of assistance despite multiple follow-ups.
On Monday, 11 November 2024, I visited your branch at Dreyer Street, Claremont, Western Cape (Cavendish Square) to cancel my Funeral Cover policy and redirect the amount of R1222.15 toward increasing my loan debit order of R2594.65. I was assisted at Counter 6 from 16:55 PM to 17:15 PM, where the consultant assured me the policy was canceled and no further payments would be deducted. However, I later discovered this was not done, as the premium was deducted on 25 November 2024.
I returned to the branch on 26 November 2024 at 13:15 to speak with the Branch Manager. She assured me the matter would be escalated and requested I send her my details via email, which I promptly did at 13:21. Despite following up on 27 November 2024 at 14:40, I received no response or feedback from her.
Today, 1 December 2024, I was debited yet again for R1222.15, further exacerbating my frustration. When I called the branch, I was informed the manager had left on 30 November 2024, leaving me with no resolution to my issue.
This experience has been deeply disappointing and reflects poorly on Capitec’s commitment to customer service. I have made repeated attempts to resolve this matter in good faith, yet I have been met with delays and neglect at every turn.
I kindly request the following:
Immediate reimbur*****t of all unauthorized deductions, including the most recent deduction of R1222.15. Confirmation of policy cancellation to prevent further deductions. Acknowledgment of my complaint and assurance of corrective action to address the lack of accountability and poor service. This matter is urgent, as the deducted funds were allocated for essential obligations, and the continued delays have caused significant financial strain.
Looking forward to your prompt response.
Thier Branch:
Dreyer Street, Claremont, Western Cape (Cavendish Square) Email: *** Call: ***
