False advertising and pathetic service

<p>I bought a home in January 2016 so i was called by betterlife insurance to pay out a life cover should i pass on.</p> <p>For the total amount of R106.96 a month which was very affordable so i excepted the offer.</p> <p>After a year and a bit i have not heard from betterlife. They take their money and i know i am covered. </p> <p>So in February i called betterlife to change my banking details . there was 3 numbers on the website so obviously i called the home insurance one.</p> <p> </p> <p>The number went immediately to not available. </p> <p>I tried the second number and also not available. </p> <p>Luckily the 3rd number rang and after 3 mins of holding a nice lady answered and asked how she may assist me i told her i need to change details on my policy . She took my id number and said i dont have a policy with them . Very shocked i asked what company did i call and she rep**** direct -something. </p> <p> </p> <p>She transferred me to betterlife customer service. </p> <p> </p> <p>I held on the line for 10 mins. </p> <p>I eventually ****ed the call because that is a ridiculous holding time.</p> <p>The next day i called 3 times and each call was on hold for no less than 10 mins a call.</p> <p> </p> <p>So the next day i called again but this time i held for 30 mins. After i ****ed the call i tried again hoping i will get through. Another 28 mins down the line and i started thinking i have been involved in a money **** since no one is answering. </p> <p> </p> <p>I then went back onto the website and filled in the apply for home loan so a agent calls you back application. </p> <p> </p> <p>After 20 -30 mins i was rep**** by a Christo Theron who said --</p> <p>Kindly see attached the debit order authorisation form to be completed, signed and sent back in order to have the banking details changed accordingly.</p> <p> I then emailed him back stating the following :</p> <div> </div> <div>I have called 15 times and was placed on hold 7 times I would really appreciate it if someone could call me back .</div> <div> </div> <div>I do not have the time to print out and fill in and scan it back to you.</div> <div> </div> <div>I can ONLY be away from my desk for 30 mins a day.</div> <div> </div> <div style="font-size: 11.211pt; line-height: 140%;">Could someone please contact me at approx <a style="font-size: 11.211pt; line-height: 140%;" href="calendar:T1:11:40">11:40</a> <a style="font-size: 11.211pt; line-height: 140%;" href="calendar:T5:tomorrow">tomorrow</a>. To change my banking details </div> <div style="font-size: 11.211pt; line-height: 140%;"> </div> <div> </div> <p>He rep**** -My apologies, we are experiencing high call volumes at the moment .<span style="font-size: 16.561pt; font-family: Calibri, sans-serif; color: #1***7d; line-height: 140%;">What number have you dialled?</span></p> <p class="MsoNormal"><span style="font-size: 16.561pt; font-family: Calibri, sans-serif; color: #1***7d; line-height: 140%;">I will arrange for someone to give you a call <a style="font-size: 16.561pt; line-height: 140%;" href="calendar:T5:tomorrow">tomorrow</a> at that time then.</span></p> <p class="MsoNormal">(Sorry about the diffrent fonts I am copying and pasting exact words.)</p> <p class="MsoNormal"> </p> <p class="MsoNormal">Just so by the way high volumes of calls does not mean I have to hold for 40 mins .</p> <p class="MsoNormal"> </p> <p class="MsoNormal">So I waited 2 days and nothing. Not even an email saying that sorry that you are not important to us. But any way.</p> <p class="MsoNormal"> </p> <p class="MsoNormal">So i sent another email saying-</p> <div>Please take note that no one has contacted me about my banking details. </div> <div> </div> <div>I am informing you that your money won't be deducted since i am closing that account. </div> <div> </div> <div>My new account is....</div> <div>.Acc nr: .....</div> <div>Savings account. .....</div> <div>Branch ...</div> <div> </div> <div>Guess what NO REPLY. </div> <div>So 7 days later I saw betterlife deducted my account. WHERE IT WENT INTO THE RED!</div> <div> </div> <div> So 8 days since my last email i called again.</div> <div> </div> <div>I was on hold for 7 mins!!!</div> <div> </div> <div>So FINALLY i got through to a lady( really cant remember her name wish i took down everyones details i spoke to )she said she is going to speak to Christo since she was seeing a note. . Again on hold.... she advised me that the banking details has</div> <div>Been changed by Christo so i asked her why was the wrong account debited?. She spoke about no dont worry next month it will be fixed and she apologises for the no respond from Christo but he made a note on the policy THAT I AM EXTREMELY BUSY AND THEY SHOULD NOT CALL ME.....</div> <div> </div> <div>I was so shocked since that is the exact opposite than what he said to me.</div> <div> </div> <div>I then told the lady i want to be sure that nothing else deducts. She transferred me to another lady who was suppose to confirm my banking details i believe. </div> <div> </div> <div>So she said something in the line of i see you want to change your banking details. I said no it has already been changed. </div> <div> </div> <div>She told me no it has not. We cant change details without confirmation either by voice or by forms </div> <div>. So i asked her why was i told like 2 mins ago it was changed. </div> <div> </div> <div>She told me she can not tell me why the agents did that but it is still by my old bank.</div> <div> </div> <div>So i think i asked her what can she tell me (i started to get seriously ****ed off so i cant remember all the details )</div> <div> </div> <div>Eventually i told her to just cancel the damn policy since there is no intrest in my membership towards them.</div> <div> </div> <div>She said ok . Not even a attempt to retain me or nothing.</div> <div>So i asked if i may please get an confirmation of cancellation and she said yes... so i asked her to please email it to me and she said that she can only give me a voice confirmation if i want to get it by email i have to be transferred to customer care. </div> <div> </div> <div>So she transferred me and i held on the line between 15-25 mins.</div> <div> </div> <div>After holding so long i ****ed the call since my 30mins lunch which turned to an hour was over.</div> <div> </div> <div>I sent Christo the following email--</div> <div> <div>Hi Christo.</div> <div>Due to the lack of intrest from betterlife I have decided to cancel the policy I will be in contact with my lawyer regards to wrong information given to me .</div> <div>I would like a proof of cancellation. </div> <div>TODAY.</div> <div>I will take this further . Just to inform you. </div> <div>Thanks</div> <div> </div> <div>It is 6 days later and STILL no reply no letter no intrest no nothing. </div> <div> </div> <div>I will NEVER refer anyone to betterlife except the ombudsman. </div> <div> </div> <div>In my contract with betterlife it states the following --</div> </div> <div> </div> <p class="MsoNormal">What else should you know?</p> <p>We undertake:</p> <p>1.To keep all information you tell us about yourself confidential.</p> <p>2.Not to alter any documents you provide us with wen submitting them to any insurer.</p> <p>3.Where we feel an error has been made we will advise you prior to submission.</p> <p>4.To never ask you to sign a blank documents – wherever possible all documents should be completed by you to ensure full and correct details.</p> <p>5.Never to take away any rights you have in terms of any legislation that governs the way we transact business.</p> <p>6.To supply a copy of any documents used in preparation of your insurances, when required, free of charge.</p> <p>(This is the exact words in my policy wording on page 15 and yes there is a spelling mistake in it)</p> <p>So number 3: a banking error has been made and no one contacted me.</p> <p>number 6 : I requested a cancellation letter have not received it.</p> <p> </p> <p>Then false advertising on your website. Is as follows:</p> <p>Our betterlife way.</p> <p>To build our dream with the right people </p> <p>To inspire through awesome service, always</p> <p>To recognise and reward</p> <p>To proudly live our brand</p> <p>To make a difference, everyday</p> <p> </p> <p>So the awesome service always is such a lie. You should remove that entire sentence . </p> <p>I hope the ceo of betterlife sees this review .</p> <p>You are not making betterlife you make it the worstlife experience EVER.</p> <p> </p> <p> </p> <p> </p>