Please add my extended family on the policy

On the 27th of January 2021 I received a call from Nkululeko (didn’t get his surname) after I’ve sent an SMS for the call back, he managed to assist me to apply for the Dignity Plan though I couldn’t give him my extended family details because I was driving to pick up my son from day care. He stated that he would send me the mail and I will be able to add the members and also change the debit order date. However, the only communication I received was the SMS, I then made several call to *** without getting any joy. On the 01/02/2021 just before 16h00 I spoke to Portia Maluleka who sent me the mail I was promised and also advised that I download the Clientele App and I will be able to add my extended family on it.

I downloaded the app as advised but still couldn’t add the member, I called again on the 5th of February and spoke to Godfrey Jacobs who seemed to be more knowledgeable and keen to assist me. He gave me his email address and I did forward me the list with full names and surname, relationship and ID numbers of everyone I wanted to add to the policy and he did reply that he received my mail. On the 10th of February I sent him a mail requesting that he changes the debit order date to the 25th and he didn’t reply. I went to the app to check if there were any changes made, but there were none.

On the 22nd I sent a follow up mail to Godfrey Jacobs but still didn’t get any feedback from him, on the 23rd I sent him a mail asking that he confirms if he is getting my mails and he rep**** on the 24th at exactly 08h00 stating “Can you kindly send your cell number please I need to call you back.” No apologies for ignoring my other mails, clearly he didn’t see anything wrong with that and I still haven’t received his call after I gave him my number and an alternative one. I called again on the 25th of February and asked to speak to him and I was told he doesn’t have a direct line, I requested to speak to the Supervisor or Manager and lady at the Switchboard told me that I have to log a complaint via a consultant.

She then put me through to Motlatsi Moloi, she asked for my details then confirmed that the extended members were not updated on the system. She couldn’t assist me because they were “offline” yet she couldn’t call me back when she’s up and running because she doesn’t have a phone; it’s only and inbound. I asked her how was not so yet her colleague asked for my number so he could call me but the answer to that was exactly like the service I’m getting. When I asked for her email address she asked for my contact details and stated that she will give them to Godfrey so he could call me back and I’m still waiting….

All I need is for my extended family to be covered on this policy and the debit order date changed to the 25th or just cancel the policy and get the refund so I can take my business where it’ll be appreciated and where I’ll be satisfied.