Terrible Customer Service & Provision of Feedback on on-going matter.

To whom it may concern

Dear Sir/Madam

I recently Claimed from Clientele my Grandmother's Lasting Dignity Plan and upon Claiming or during the process thereof, I was told that they have discovered that they have been debiting from my Grandmother's Account her Grandson's Hospital Plan Premiums. This was done even after his (the Grandson's) death, which was in January 2017. Thus they will have to do what they termed as a "Debit After Death" (D.A.D) process. My Grandmother had her own Policy with them and had also taken a Funeral and Hospital Plan for her Grandson, meaning she was the Premium Payer for the two Policies. The Funeral Plan for the Grandson was paid in January 2017, but they did not; upon learning about the Grandson's passing make the Hospital Plan inactive, thus debiting for it from February 2017 to July 2021.

I have been following-up on that and the last time I was told that they have escalated the matter to the "Supervisor" who has assured that they will authorize it. Since the 26th of July till to date no feedback has been provided, instead whenever I call I am told they are still busy with the matter.

All I would like from them is for them to provide us with proper feedback, also provide us with an SLA as to when this matter will be resolved.

Regards