Hellopeter
Share Your Experience
LN
Lehlohonolo N

1 reviews | Active since Jan 2022

03 Jan 2022, 09:31

Unauthorized Debit order

Consultant by the name of Caylin De Carvalho called in on behalf of FFW to increase the annual premium instead of him saying is an annual increase said that I am a high risk since I travel to work everyday. These did not make sense as from the beginning when I joined the the policy they knew I was traveling. He sent email to give consent to the new premium I rep**** with a No and requested policy cancelation. Caylin confirmed he will send cancelation request but still I made a call to FFW and they canceled the policy sent confirmation as well on the 17th OF December 2021 still debit order went off on the 20th of December 2021 of which the bank reversed for me but again on the 31st of December still they debited again and this time the new premium that I did not consent to. This is just totally wrong.

0
Replies (2)
Bsure Insurance Advisors
Bsure Insurance Advisors's reply05 Jan 2022, 09:15
Official
 
Good day Lehlohonolo, 
 
We know that you don’t want to take any bad vibes into this new year, so we’ll look into this and work to get it sorted asap – you can B-Sure of that. We’ve escalated this to management, and we’ll get back to you in a jiff! 
 
Our kindest regards, 
Complaints Resolutions 
Bsure Insurance Advisors
Bsure Insurance Advisors's reply06 Jan 2022, 09:39
Official
 
Good day Lehlohonolo, 
 
Humans have built systems that can work at supersonic speeds to ensure that you receive fantastic service. Sometimes, these systems also make mistakes, and that is what happened with the insurer’s system. We, as your broker, sent a cancellation request and your policy was cancelled, however, the insurer’s system had an error that resulted in the debit in question. Since we are human, we’d like to apologize on behalf of their system for the glitch, and we can assure you that you will be refunded within no later than 5 working days. Thanks a bunch for your patience. 
 
Our kindest regards, 
Complaints Resolutions