Utterly disgusting service provided - Legal action pending 🤞🏾

I regret the day I took a Capitec funeral policy. My mother passed away on 29/06/2025, I then submitted my documents for a claim on 30/06/2025 and was advised that the claim will be processed within 24 hours. 72 hours have passed and I still have not received any attendance on my case, I have been to over 5 branches of Capitec and have spoken to 6 call centre agents including supervisors/team leaders however I keep on being sent from pillar to post and everyone keeps on apologising with no resolve for the case.

I have submitted my documents for the claim on 5 different occasions, because I keep being told that the documents do not reflect on the system by each agent that I speak to and have to star from scratch to submit them again. Each and every person that I speak to tells me that they have escalated the matter however I keep having to start from scratch when following up again.

Amongts the many arrogant agents that I have liaised with on my claim include and agent named Busisiwe Zulu who seemed to no have much of a clue how to go about her duties, upon being arrogant on top of that, she then advised that the matter was escalated to her team leader Gift Tando and I was advised that I would receive feedback from the said team leader, which never really happened, the reference no. For the call is ***.

I then visited a branch in Smith Street Durban where I was also told that the documents submitted earlier on in the day weren't reflecting on the system, again it took for me to ask for the supervisor again for the documents to be found on the system. Upon leaving the branch I was told that the matter was receiving the most urgent of attendance, only to receive an email this morning Thursday, which is 3 days after the initial claim telling me to submit the document again. I then made a telephone call and ****ked to an agent that advised me to submit the document, after many attempts of asking telling him that the document has been uploaded I then asked for the supervisor, and the same thing happened with the supervisor she then asked me to stay on the line while she verifies everything, after minutes holding she advise that she has picked up the uploaded document and she apologised for the inconvenience.

She then advised that she will revert back to me once she gets feedback on the matter.

Upon phoning back she advised that the claim. Will be attended to within 24hours, I then asked her why I have to wait 24hours after already waiting 72hours, as the case should be attended to with urgency mind you my mom's funeral is on Saturday which is 1 day away, and I have not paid for the cemetery, amongst many other things.

The service rendered by everyone involved on this claim is extremely appalling and I wouldn't wish for it on anyone.

I ask for the calls of each and every person that has handles this case to be listened to so that it can be established if people where doing what was required of them.

Some of the people that attended to my case include:

Busisiwe Zulu (Arrogant agent) Moipone Ngubeni (arrogant Teamleader that failed dismally) Gift Tando (Team leader that never returned an escalated case by Busisiwe Zulu) Call ref no. ***.

As advised I have spoke to many people in regards to my claim and no one has taken the initiative to resolve it.

I plan on taking legal action for all this once my Mom's funeral has passed, as Capitec staffs incompetence has made my mom's passing a very horrific ordeal.