Extremely Disappointed in Service – Debit Order Date Issue

Dear Budget Insurance Team,

I am extremely disappointed with the poor service and lack of internal coordination I’ve experienced regarding my debit order date change request.

In early May, I requested that all my debit orders (both my main policy and value-added products) be changed to the last day of the month. I was under the clear impression that this would apply across the board. However, only my main policy was updated. To my surprise, the value-added product debit went through on the 25th, failed due to insufficient funds, and I immediately followed up.

When I called your office, I was told that the debit order would still be processed on the last day of the month – which it was. Yet I later received a letter accusing me of non-payment, which is both misleading and unfair. I requested a callback, and your consultant assured me everything would be fixed.

Then, another consultant calls me later only to contradict her colleague, saying what I was told wasn’t true and insisting I now make a payment. That is unacceptable. Why is your team providing conflicting and incorrect information to customers? It is ********* and completely unprofessional.

Furthermore, if my debit order went through on the last day of the month – as per the agreement – how can I be accused of missing payment? Is Budget Insurance suggesting that customers who get paid at the end of the month cannot have debit orders processed accordingly?

To add to the confusion, I would apparently double debited in May. If the last-day debit is for the following month, what was the first debit for? I need clarity, accountability, and written confirmation of:

Which debit orders apply to which products.

What the effective dates are for those debit orders.

Why I was told different stories by two agents.

Please take this seriously and fix this matter urgently. If not resolved, I will escalate this further through formal complaints channels and reconsider my insurance provider.

Regards, Kamogelo Serage