Formal Complaint: Non-Processing of Refund After Policy Cancellation

Good day,

I hereby lodge a formal complaint regarding the failure to process a refund following the cancellation of my funeral policy.

Policy Number: AL***A2 ID Number: *** Name: Thulani Mkrola

I cancelled the above-mentioned funeral policy after a lengthy and difficult cancellation process, during which I was repeatedly required to justify my reasons for cancellation. Despite this, I eventually received an SMS confirmation from AVBOB on 03 December 2025, confirming that my policy had been successfully cancelled and that any subsequent deductions would be refunded, subject to the submission of a certified copy of my ID and a bank statement.

In compliance with this request, I submitted the required documents on 15 December 2025. When no refund was processed, I resubmitted the same documents again around 19 December 2025, to ensure that AVBOB had all the necessary information.

On Monday, 22 December 2025, I contacted your call centre for assistance. After being placed on hold for an extended period, the consultant confirmed that my documents had indeed been received but advised that no consultant had been allocated to process the refund. Upon my request, she confirmed that she had allocated the matter and assured me that the refund would be processed.

Despite these assurances, I have still not received my refund. Furthermore, I attempted repeatedly to contact your call centre today, without success, and was unable to obtain any assistance or feedback.

This ongoing delay is unacceptable and constitutes poor service delivery, particularly given that I comp**** fully with all AVBOB requirements within the stipulated timeframes. The continued failure to process the refund, coupled with the lack of communication, is causing me undue inconvenience and financial prejudice.

I hereby formally demand that:

My refund be processed immediately; and

I be provided with written confirmation of the exact date on which the refund will reflect in my bank account.

Should this matter not be resolved urgently, I reserve my right to escalate the complaint to AVBOB senior management and, if necessary, to the relevant regulatory and consumer protection bodies.

I trust that this matter will now receive the urgent attention it deserves.

Yours faithfully, Thulani Mkrola