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cS
clement S

1 reviews | Active since Nov 2013

03 Mar 2026, 11:20

No Insurance Cover as a Result of Incorrect Debit Processing

Good day,

I am writing to formally lodge a complaint regarding the unacceptable handling of my policy and recent debits from my account.

I have been a loyal client for a considerable period of time, and without fail, my premium has always been deducted on the 27th of each month — which is my confirmed and consistent payday. This arrangement has worked perfectly, and payments have always gone off like clockwork.

A week or two ago, I contacted your offices to query the increase in my premium. The consultant assisted me with a revised amount, which I appreciated. However, at no point during that conversation was there any agreement to change my debit date to the 26th. My debit date has always been the 27th and that has never changed.

To my surprise, I then received a notification stating that a re-debit would be attempted on the 13th. This is completely unreasonable and was never discussed or agreed upon.

In addition to this, the following amounts were debited from my account and reflect as paid:

R7.91

R532.23

R195

I require a full and detailed breakdown explaining exactly what each of these amounts was for. From my perspective, these debits were processed without proper communication or authorization.

I plan my monthly budget carefully around my fixed expenses. When unexpected amounts are deducted — especially without notice — it creates unnecessary financial strain. What makes this even more concerning is that I am now being told I have no cover due to what appears to be an internal error on your side.

It is completely unacceptable that I am left without insurance cover because of a debit date change that was never agreed to. I sincerely hope nothing happens during this period, because this situation has been caused entirely by your administrative oversight.

This level of service is deeply disappointing and has seriously shaken my confidence in your company. I am now reconsidering whether I should continue my policy with you moving forward.

I expect:

A full written explanation of the debit date change.

A detailed breakdown of the amounts deducted (R7.91, R532.23, R195).

Immediate clarification of my cover status.

Confirmation that my debit date will be corrected back to the 27th.

Please treat this matter as urgent. I expect a prompt and transparent resolution.

0
Replies (2)
Auto & General
Auto & General's reply03 Mar 2026, 11:27
Official
Good day Clement,
 We sincerely apologize for the frustration and inconvenience caused and completely understand how concerning it must be to experience unexpected t deductions and uncer*****y regarding your cover.

Our team will be in touch with you to assist and address your concerns.

Kind Regards,
The Auto & General Team.

cS
clement S's update10 Mar 2026, 10:38
Reviewer Update
I am extremely disappointed that 7 days have now passed since your response to my complaint, and despite the assurance that “our team will be in touch,” I have still not received any contact, explanation, or resolution. This is unacceptable. To make matters worse, I have now been informed that my insurance cover will only remain active until the 13th, which is deeply concerning considering that this entire situation was caused by administrative actions taken without my agreement. Let me reiterate the facts:
  • My debit date has always been the 27th, aligned with my salary payment date.
  • At no point did I authorize or agree to a change to the 26th.
  • I was then told a re-debit would occur on the 13th, which was also never agreed to.
  • Despite this confusion, three amounts were debited from my account and show as paid:
    • R7.91
    • R532.23
    • R195
To date, I have still not received a breakdown explaining what these amounts were for. I find it extremely concerning that funds have been deducted from my account, yet I am now being told that my cover may lapse because of an internal administrative issue on your side. This situation has now moved beyond a simple query and reflects very poor customer service and communication. As a long-standing client who has always paid premiums on time, this treatment is both frustrating and unacceptable. I require immediate clarification and resolution on the following:
  1. A full explanation as to why my debit date was changed without authorization.
  2. A detailed breakdown of the amounts deducted from my account (R7.91, R532.23, R195).
  3. Written confirmation that my insurance cover remains active and uninterrupted.
  4. Confirmation that my debit date will be corrected back to the 27th.
Please note that if this matter is not resolved urgently — especially given that my cover is allegedly ending on the 13th — I will have no choice but to escalate this complaint to the relevant regulatory bodies and formally reconsider continuing my policy with your company. I expect a response as a matter of urgency.