This lack of responsiveness and urgency

I am writing to express my deep dissatisfaction with the way 1 Life has handled a serious *****ulent case involving our client. In both October and November, our client was erroneously charged for insurance policies that they do not hold. Despite our repeated efforts to resolve this issue, we have encountered significant obstacles and a lack of urgency from 1 Life.

Initially, when we reached out to inquire about these unauthorized charges, we were informed that 1 Life could not assist us without an ID or policy number. This was despite our clear communication that the client is not a South African citizen. It took numerous calls on November 21st before we finally connected with a consultant who was willing to help.

Upon providing the business account number from which the funds were being deducted, we uncovered that a former employee, who left over a year ago, was responsible for committing this *****. Our client immediately requested documentation to support this discovery so we could proceed with legal action. 1 Life assured us that they would email the necessary proof.

We also obtained the floor manager's contact details, emphasizing the urgency of this ******** case and the need for the information to apprehend the perpetrator. However, when we followed up at 4 PM, we were informed that the required information could only be accessed by a manager, all of whom were attending an event.

As of 12 PM on November 22nd, we still have not received any feedback. The delay in accessing critical information is hindering our ability to address this *****ulent activity effectively. It is incredibly frustrating that while 1 Life is efficient in deducting payments, they fail to prioritize and expedite the handling of *****ulent cases.

This lack of responsiveness and urgency is unacceptable. We urge 1 Life to take immediate action to provide the necessary documentation and to review their processes for managing such serious issues. It is imperative that they improve their customer service and support systems to prevent further delays and ensure that justice can be served.