Urgent Complaint – Policy Lapsed Due to Incorrect Information

I am extremely disappointed with the service I received from Capitec regarding my policy that I had with them since 2018. On 12 May 2025, I contacted their call centre to get clarity on my policy payments, as I had fallen behind by three months. The agent I spoke with told me I had until 25 May 2025 to make payment in order to keep the policy active. I trusted this information and planned to make the payment by that date. However, when I called back on 23 May 2025 to confirm payment details, I was shocked to be told that my policy had already lapsed. This was incredibly frustrating, as I acted in good faith based on the information given by Capitec’s own representative. I tried to escalate the matter, requesting that they review the call recording from 12 May and Spoke to a guy by the name Mpumi (team leader or manager), but so far, there has been no resolution and nobody has contacted me . It feels like I have been let down by a lack of accountability and proper service. Capitec, I hope you can urgently address this issue, as I am still ready to pay and keep my policy active. Your clients deserve accurate information and fair treatment, especially when it comes to important matters like insurance policies.