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Mpumi M
1 reviews | Active since Jun 2019
23 Jun 2026, 20:58
On 22 June, Legae sent me an SMS stating there was a technical issue with debit orders and instructed me to pay via EasyPay to avoid account problems
On 22 June, Legae sent me an SMS stating there was a technical issue with debit orders and instructed me to pay via EasyPay to avoid account problems. I followed the instruction and made the payment. Later that day, i received confirmation messages of payment receival. However, a few minutes afterward, Legae informed me they would still debit my account on 23 June. I immediately emailed them, explaining i had already paid and requested that they not debit my account. Despite this, they proceeded with the debit on 23 June and then informed me that a refund would only be processed within 7 days. I urgently need the money back for other commitments and I feel this reflects terrible customer service.
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Legae Funeral Home's replyOfficial
25 Jun 2026, 14:57Hi Mpumi,
We trust you are well.
Thank you for taking the time to share your experience. We are truly sorry for the frustration and inconvenience this situation caused.
Due to an unexpected technical issue with our debit order process, we asked some clients to make manual payments to ensure their funeral cover remained active. Unfortunately, despite your manual payment, your account was also debited. We completely understand how upsetting this must have been, especially after you had already done exactly what we had requested.
As soon as we became aware of the issue, our team investigated it and processed refunds for all affected clients. We can confirm that your refund was successfully processed on 24 June 2026 and a member of our team contacted you to explain what had happened and to personally apologise.
We sincerely regret the inconvenience this caused and appreciate your patience while we worked to resolve the matter. Your feedback is important to us, and we are committed to improving our processes to ensure this does not happen again.
Thank you for your understanding and for allowing us the opportunity to make things right.
Warm regards,
Legae Comms Team
We trust you are well.
Thank you for taking the time to share your experience. We are truly sorry for the frustration and inconvenience this situation caused.
Due to an unexpected technical issue with our debit order process, we asked some clients to make manual payments to ensure their funeral cover remained active. Unfortunately, despite your manual payment, your account was also debited. We completely understand how upsetting this must have been, especially after you had already done exactly what we had requested.
As soon as we became aware of the issue, our team investigated it and processed refunds for all affected clients. We can confirm that your refund was successfully processed on 24 June 2026 and a member of our team contacted you to explain what had happened and to personally apologise.
We sincerely regret the inconvenience this caused and appreciate your patience while we worked to resolve the matter. Your feedback is important to us, and we are committed to improving our processes to ensure this does not happen again.
Thank you for your understanding and for allowing us the opportunity to make things right.
Warm regards,
Legae Comms Team
Legae Funeral Home's reply25 Jun 2026, 14:57
Official
Hi Mpumi,
We trust you are well.
Thank you for taking the time to share your experience. We are truly sorry for the frustration and inconvenience this situation caused.
Due to an unexpected technical issue with our debit order process, we asked some clients to make manual payments to ensure their funeral cover remained active. Unfortunately, despite your manual payment, your account was also debited. We completely understand how upsetting this must have been, especially after you had already done exactly what we had requested.
As soon as we became aware of the issue, our team investigated it and processed refunds for all affected clients. We can confirm that your refund was successfully processed on 24 June 2026 and a member of our team contacted you to explain what had happened and to personally apologise.
We sincerely regret the inconvenience this caused and appreciate your patience while we worked to resolve the matter. Your feedback is important to us, and we are committed to improving our processes to ensure this does not happen again.
Thank you for your understanding and for allowing us the opportunity to make things right.
Warm regards,
Legae Comms Team
We trust you are well.
Thank you for taking the time to share your experience. We are truly sorry for the frustration and inconvenience this situation caused.
Due to an unexpected technical issue with our debit order process, we asked some clients to make manual payments to ensure their funeral cover remained active. Unfortunately, despite your manual payment, your account was also debited. We completely understand how upsetting this must have been, especially after you had already done exactly what we had requested.
As soon as we became aware of the issue, our team investigated it and processed refunds for all affected clients. We can confirm that your refund was successfully processed on 24 June 2026 and a member of our team contacted you to explain what had happened and to personally apologise.
We sincerely regret the inconvenience this caused and appreciate your patience while we worked to resolve the matter. Your feedback is important to us, and we are committed to improving our processes to ensure this does not happen again.
Thank you for your understanding and for allowing us the opportunity to make things right.
Warm regards,
Legae Comms Team