Formal Complaint Regarding Unacceptable Service from Bloom Finance Agent

Dear Bloom Finance Customer Service, I am writing to formally lodge a complaint regarding the poor service I received from one of your agents, Noluthando, in the billing department. On 25/06/2025I contacted Bloom Finance at approximately 11:00 AM to inquire about the outstanding balance on the account. During the call, Noluthando confirmed my contact details and assured me that she would call me back with the required information. Unfortunately, no follow-up occurred. I called back at 2:45 PM the same day and once again spoke with Noluthando. She informed me that she was still waiting on a response from the finance department and stated that the membership had been suspended due to three months of unpaid premiums. This came as a complete surprise, as I have not received any communication—via phone, email, or post—from Bloom regarding this issue. To make matters worse, Noluthando alleged that I had called Bloom to terminate the membership, which is factually incorrect. I only cancelled my personal membership, not the membership related to my mother, which appears to have been cancelled without proper notice or consent. When I expressed my frustration and asked to speak to a manager, Noluthando terminated the call—a completely unprofessional and unacceptable action that has left me extremely dissatisfied and angry. This level of service is not what I expect from a financial services provider. I request that the following be addressed immediately: 1. A full explanation of the outstanding balance and why the membership was suspended. 2. Clarification and correction of the false claim that I terminated the membership. 3. A formal apology for the unprofessional conduct of your agent. 4. A follow-up from a manager or senior representative. I hope this matter will be treated with the seriousness it deserves and look forward to your prompt response. Sincerely, K Morokong