Unauthorized Debit & Unreasonable Cancellation Barriers – TCF Non-Compliance

I am posting this review to give BetterSure management an opportunity to resolve an ongoing billing and compliance failure before this matter is formally submitted to the National Financial Ombud Scheme (NFOSA) and the FSCA.

In mid-July 2026, I phoned BetterSure to give a clear, final instruction to cancel my life insurance policy. Despite aggressive retention attempts, I firmly reiterated my cancellation. I was promised a cancellation letter, which was never sent.

On 25 July 2026, BetterSure debited over R900.00 from my bank account without a valid mandate. When I followed up on 2 August 2026, the consultant acknowledged the error, confirmed the policy would be closed, and stated a refund was arranged. On 19 August 2026, I followed up again and was told refunds take 7–14 working days, but to date, nothing has been received.

Creating artificial barriers to cancellation and withholding unauthorized debit deductions directly violates TCF Outcome 6 (Treating Customers Fairly) and the Policyholder Protection Rules (PPR) under the FAIS Act.

To resolve this amicably, I require: 1. An immediate refund of the R900+ ********ly debited on 25 July 2026. 2. Written confirmation that the policy and all debit mandates are permanently cancelled. 3. Confirmation that the mid-July cancellation voice recording has been archived for compliance purposes.