Complaint for a bad service

Good day

I would like to log a complain for AVBOB Funeral insurance.

On the 27th January 2023 at 12h00 I called Avbob to enquire about my benefits and only to find a huge surprise.

I have two policies with Avbob. The first insurance was for a cover of R10 000, I then decided to increase my insurance seeing that the amount was not going to be enough should I need to claim . On the first insurance I covered myself, two kids, mother and brother. I then called Avbob in April 2018 activated a second policy which I was specific that it was a Top-up to what I have insured myself and family with the same amount of R10 000. I spoke to a consultant by the name of Mr G Mopelong and he activated the policy for me over the phone.

To my acknowledge everyone would be covered in both policies except for my mother because she passed away in Oct’2022.

In January 2023 when I called to enquire, I was told that the second policy with Policy number:AL***X3. People covered was myself, mother and brother only, meaning my two children were excluded on the cover. I do not understand why they would exclude my children because the Top-up cover was basically including everyone from the first cover. Apparently the policy was activated at Rosslyn PTA branch, but I have never went to a branch to activate the policy, I called a call center number and was assisted by a consultant. I was told there are forms I filled at the branch and also have my signature. I requested the forms, but to my surprise the hand writing including the signature was not mine.

On the 20th February 2023 I send an email to complaint department on email address: *** that was provided to me by a consultant on the 27th January ’23. I stated my case/complaint and also attached documents of my previous signature used before a change to a new signature. But my email was never acknowledged.

On the 23rd February 2023 I made follow up call with Reference no:***A2F1D6710 but the matter was not attended too.

I made another follow up call on the 2nd Mar 2023 Reference no:00075AGH5YSGN3X but the matter was not attended too and nor resolved.

A follow up email was sent *** again on the 13th Mar 2023 but still no feedback or acknowledgement was received from Avbob

Another follow up call on the 16 Mar 2023 Reference no:***A79AA29E but the matter was not attended too and nor resolved.

On the 4th Apr 2023 I received a call from Oame Lekana requesting that I sent her my bank statement to her email address:*** which I have provided and my case was transferred to Abraham Moses, he then advised my case was assigned to Olga.

Since then nothing has been done to resolve my case and even today my children are still not covered or no one is attending to my complain, while I’m still paying a service I didn’t request from AVBOB.