Unauthorized debit orders
<p>My mom has had a problem with debit orders being deleted throughout the last month. Her billing date was 14 Nov. You took the debit order off on the 11th and it bounced. She's then paid in the money on the 21th and you took another debit order off on the 24th. Resulting in a double payment. Then on Friday past you tried to take another debit order. We have called numerous times now. In fact you actually owe us a month's payment now and you still keep trying to deduct for the hospital plan. She requested a letter for the bank as it's not her fault the debit ordera bounced as you deducted on the wrong date. And now it's a never ending nightmare. Please sort out your systems. She will be giving you a call as well as this is utterly unacceptable. </p>
Thank you for raising your concerns with us.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further with the matter.
Yours sincerely,
Benita Steyn
Service Recovery Specialist
Best regards,
Thank you for raising your concerns with us.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further with the matter.
Yours sincerely,
Benita Steyn
Service Recovery Specialist
Best regards,
We confirm that we have addressed your concerns regarding the early debit order and the service that you received. The benefit of an early debit is to ensure that your policy is solidly in force on the Date of Commencement as selected at the time of your application. This debit methodology has significantly improved cover being affected for most clients and has further significantly reduced penalty charges.
We would like to take this opportunity to apologise for any inconvenience caused in this regard and trust that you are satisfied with the resolution of the matter. A letter has been forwarded to you explaining NAEDO tracking and this can be given to the bank to mitigate any negative rating on your record.
A refund has been processed and you confirmed receipt of the funds.
Regarding the service received; we assure you this is not the level of service we aim to offer to our clients, all concerns raised have been escalated to the relevant Management Teams. Corrective measures have been taken to prevent this from perpetuating.
We would like to thank you for providing us the opportunity to resolve this matter and trust that this is all you require in this regard however, should you require any further assistance please do not hesitate to contact us directly.
Yours sincerely
Benita Steyn
Service Recovery specialist
Best regards,
We confirm that we have addressed your concerns regarding the early debit order and the service that you received. The benefit of an early debit is to ensure that your policy is solidly in force on the Date of Commencement as selected at the time of your application. This debit methodology has significantly improved cover being affected for most clients and has further significantly reduced penalty charges.
We would like to take this opportunity to apologise for any inconvenience caused in this regard and trust that you are satisfied with the resolution of the matter. A letter has been forwarded to you explaining NAEDO tracking and this can be given to the bank to mitigate any negative rating on your record.
A refund has been processed and you confirmed receipt of the funds.
Regarding the service received; we assure you this is not the level of service we aim to offer to our clients, all concerns raised have been escalated to the relevant Management Teams. Corrective measures have been taken to prevent this from perpetuating.
We would like to thank you for providing us the opportunity to resolve this matter and trust that this is all you require in this regard however, should you require any further assistance please do not hesitate to contact us directly.
Yours sincerely
Benita Steyn
Service Recovery specialist
Best regards,