Unauthorized Debit and Customer Service Concerns

I am writing to formally log a complaint regarding an interaction with your agent, Msizi. During my call about a premium that was debited from my account without my agreement, he abruptly ended the call while I was still addressing my concerns.

To clarify, my debit order is scheduled for the 1st of each month, not the 3rd. On the 1st, I made a manual payment after noticing that the debit had not been processed. While I acknowledge having arrears, I do not believe it is acceptable for my account to be debited without proper authorization. Furthermore, your agent stated that the debit was processed due to arrears. However, whether or not I have arrears, you do not have the right to debit my account at will.

Additionally, on another policy, the premium remains incorrect, and the requested name update has not been processed—yet debits are still being made promptly.

I am also deeply concerned about the lack of security measures in customer interactions. Msizi failed to conduct any security checks before discussing my account details, which raises serious concerns about the protection of my personal information. This means that anyone could potentially call and obtain sensitive details without proper verification.

I request an urgent response regarding this matter, along with a clear explanation of the steps you will take to address both the unauthorized debit and the customer service concerns I have raised.

Kindly confirm receipt of this complaint and advise on the resolution process.