Chasing Ghosts

<p>Two weeks to the day, my geyser burst -- past 19h00 on the Friday eve. I accessed Betterlife's website. NONE of their three listed numbers worked and, of course, their office hours are Monday to Friday -- because emergencies never occur over the weekend. As a result, I had to fork out for the geyster installation. I have since been given a number that works, for which I am grateful.</p> <p> </p> <p>Last week, I phoned them during office hours to register the claim and have it refunded. Initially spoke to Nikesh who was fabulous. I told him I never received policy documents -- was informed they are not a paper company. Never received the documents because the consultant who had to take down my details couldn't spell "parliament." However, I got my policy number from my debit order, so we could register the claim. I was asked to send the invoice and proof of payment, which I did. </p> <p> </p> <p>I have since had two call centre consultants call me to ask whether I have received the policy documents, given that email address had not been correct. Every time, I say, yes, thank you. I am just waiting for Godfrey to contact me regarding my claim and when it will be refunded. I even got an SMS from Betterlife on Tuesday that reads as follows: We trust that you are satisfied with teh repeair/replacement of your goods. Any queries, contact GODFREY on ********** 602. A&G always tehre -- always a pleasure!</p> <p> </p> <p>Well, actually, no. False advertising.A & isn't always there, as Godfrey seems to be a ghost. I have been waiting for more than a week to hear from him, after two other consultants told me he would phone me. They can see the invoice on my account, but they cannot divulge any details, as they are not my claims agent. I tried to get a hold of him yesterday. Of course, he wasn't available seconds after a consultant told me he was. I was told he would phone me back by 5pm. I am still waiting. It is not always a pleasure either, as I have been given the run around for more than a week.</p> <p> </p> <p>And why? This is a simple claim. I would like a refund for the work done by Leak Tech who I had to employ after your numbers were no longer in existence. I understand that you will subtract your completely exhorbitant excess of R1650 (this is ludicrous compared to all the banks that charge an excess of R500 and will certainly play a role in my decision regarding whether or not to stay with you) and then pay me the difference. Why then is it taking so long? Why can't anybody but Godfrey give me information? When will I be paid me refund? </p> <p> </p> <p>This is really not good enough. Since 2015, you have religiously been deducting the premium from my account. I have never before claimed. Is it not your responsibility to the customer, the paying customer, to provide a service and do so in a speedy manner? Please provide me with information regarding the timeline for the refund, as well as the amount. </p>