Home Content and Car Insurance being Mis- Sold/Mis-Led & Information Being leaked out from my Account

Hi Guys

Firstly I would to thank you for taking the time to read my below query with the company.

On Monday the 09th September 2019 I was looking around for a much more affordable premium rate regarding my current plan with you guys, and whilst conducting this I experienced an issue with my computer as it froze however I was pleased as one consultants rang me up and assisted me further , we continue the conversation in regards to the more affordable plan that I was searching for , I was advised by the consultant of the “Home content cover” and the little details of the plan such as how much it covers and pricing’s etc.

We continued the Conversation and was advised that as being a valued customer since I have been with you guys I will get a 20% discount on package regarding my home content , however if am looking for a cheaper plan - once I’ve taken up the home content plan she would then transfer me over to a retention agent to get my whole package at a 20% discount, which I was grateful for and advised the consultant to go ahead with the plan and was happy to cover my content at R100 000.00 at R65.00 a month, which is the plan I was offered and was happy commit to and stay with you guys.

Now comes the interesting bit which has now led me in to being Mis-SOLD and Mis-LED by taking up this package product , when speaking to the consultant there were some terms and conditions that were not confirmed with me and I’m sure that all call center consultant need to inform their customers of these important terms and conditions as this is a business at the end of the day .

So we continued to sign me up to the new plan however I was not advised by the first consultant of the excess claim that is added on the home content package and surely these are expectations that need to be set with your customers to avoid ripping them off! Is this business just looking for easy money from customer/clients??

Before I was transferred I was advised the 20% off that would be app**** on the entire package . I was transferred over to a retentions agent and I did advise her of the discount that was offered to me as I was a loyal customer, however when I spoke to her about the 20% discount she advised me first that she can’t do it , I then explained to her the initial reason for taking up the home content plan was because I was offered a good discount .

The consultant will speak to a manager and get back to be in regards to this which I waited for 5 minutes and have been put on hold multiple times, however the deal was honored due to previous agents query which then I was happy with this, during the course of the call we was speaking about excess claims and I asked her is there any excess claims in regards to my home content insurance if I had to put through I claim and she said NO, which I said ok no worries that’s great, then we was speaking about the payments and when its due and she advise me that a payment of my current plan will go out on the 17th and then on the first my new premium rate will kick in, so I disputed the current premium rate as to why it was not taken out and asked if this could be taken out that Monday however she advise that she cannot do this as the system won’t allow her, but I said am making a payment why won’t it allow her she just said she’s not sure, so the call disconnected. Then the next day I had a chance to look at my plan which I have signed up to on the Monday (09/09/2019) and received a shock of my life in regards to and excess claim amount on my account if a claim was put through(Home content R2100.00 or 5% of the value of the claim - up to maximum of R11250.00 whichever amount is the highest and for unspecified portal possessions R1025.00) which raised an alarm and then I see that people tried getting a hold of me however I was busy in a meeting.

Then I receive a call from my wife in regards to my account being in arrears which I found it abit strange as I am the account holder and none of my information’s needs to be disclosed to anyone , I understand it’s my partner but information is personal stuff, so this makes me think that is my account details being leaked out to others and if any random person answer my phone you’ll will just give out information which this is breach of privacy.

Then I got on the phones and called you’ll guys in regards to this and what I have seen on my policy which was amendment, spoke an agent which I asked to speak to a manager was I got through and he advise me that he will need to listen into the call and give me a call back, which he did try later on during the day however I was totally busy at work, I advise to call back in 20 minutes, then I received no call which I called back I spoke to a lady in Joburg and explained the what happened which she mentioned that the manager from cape town did try calling however she could see that he is out of the office and would call me back tomorrow then I spoke to her in regards to my payments not being taken out from my account and she advise that this will be taken out on the 11/09/2019 but yet again no payment was taken out from my account, she explained to me about the excess but I said to her I have been Mis Sold, what you’ll TC’s and C’’s mentioned that’s my issue I asked I question and was told something else.

Manager from cape town did call me on 11/09/2019 which he advise me of the resolution and way forward however I advise him that I am not happy with the resolution( when I claim I will not pay my first excess however will pay on my second one) due to I have been Mis Sold a product and that was not only the issue, due to my account details was advise to my wife and mis sold a product from the first agent and then mis led by the second agent, and I will be taking this up further for a review, which he understood and we called it quits there.

Simple words I cannot understand why my resolution is so poorly handled being Mis Sold, then Mis Lead and my account details being leaked out , also by a Joburg manager mis lead again, is this the way I should be treated a loyal customer which in fact I have been with you’ll for 3 years and claim free for 3 years, first with First for women which is you’ll partners then I moved over to you’ll and is this the way I get treated as a loyal client of you’ll I wonder what’s up for the future being with you’ll if so I will support other company’s instead of you’ll and cancel of my product.