Worst Insurance company

I would like to lodge a formal complaint regarding my Capitec Funeral Cover.

My concern is that my account was debited, yet I am now being told that my policy is in arrears. I find this extremely concerning, as the debit was made and I should not have to spend my time trying to resolve an issue caused by your own systems or administration.

What made the situation even more frustrating was the manner in which I was treated by the agent I spoke to. She was extremely condescending and spoke to me as though she was doing me a favour by attempting to assist me with a problem that was not of my making. She then left me waiting on the line and ultimately did not provide any meaningful assistance or resolution.

I expect Capitec to investigate why I was debited but my policy is reflecting as being in arrears, provide me with a clear explanation of where the payment was allocated, and correct the account if the arrears status is incorrect. I also require a full reconciliation of my account, including all debits, payments received, and any amounts allegedly outstanding.

I also expect the conduct of the agent to be addressed. I should not be made to feel as though I am inconveniencing an employee when I am simply asking the company to resolve an issue relating to my own policy and payments.

Please treat this as a formal complaint and provide me with a written response, a full reconciliation, and a clear resolution.