********* conduct

With a lot of reluctance and disappointment. It goes without saying that clients service is just a nightmare and a big ****!!!!!!!!!!!!! I called your company on the 30th April to cancel this policy due to no communication and being difficult to get assistance. I emphasized that I want to cancel the policy with immediate effect (Same day). I was advised someone will call me back, I waited for the call that never happened, the strange thing that happened is that I received a notification from my bank stating that CLIENTELE has requested to change details on mandate. I didn’t authorize this change. Same massage was send on the 6th May 2021 but no phone call from your company. On the 20th May 2021, a full premium was again debited from my account after requesting for cancelation. On the very same day I called to find out why the premium was deducted after I cancelled the policy. I spoke to Moetheri who first claimed that they called me and email, but she could not confirm the telephone numbers I provided on the 30th to be called on. I advised her at no point did I ever receive a call from this company! When she realized that her lies are not going to get her out of this situation, she further insulted my intelligence by advising that she will assist to correct this error and cancel the policy, I instructed her that it should be the date I initially requested which is the 30th April 2021.She now could, She asked me to hold on the line which I have to say this is what left with a RED FACE.I was left on hold for over 5 minutes which I find so ridiculous!!!, She came back to a call stating that the manager said I couldn’t get my refund because of the 30 days cancellation clause. In light of the above matter, I was left on hold and dissatisfied again, I asked to speak to the manager directly guess what? I WAS LEFT ON HOLD FOR ANOTHER MORE MINUTES ONLY TO BE TOLD THAT SHE (KARABO LESEYANE) CANT TAKE MY CALL SHE IS GOING TO TRAINING.I was not even surprised because it has become a norm that managers makes excuses when there’s an irate client on the line and I have to say this is PATHETIC!. I was told she will call me back when she comes back from training at 13:00pm the same day, today is the 26th May 2021, 6 days later and she still has not called me back and I know they are going to claim that they called me and couldn’t get hold of me (old trick in the book). With all the backs and forth done on this call, all you could refer me to is the 31 days clause stated on your wording but you could not take accountability to why was the policy not canceled on the requested date by the client. It makes no sense that you force clients to cancel policies on your preferred date. If I wish to cancel my policy today I should be granted the opportunity to do so. You will note the following : This is not the first time I get into this mess with your company. In 2018 was **********ly sold a legal cover. I specifically instructed the agent to start the policy in January 2019,because they were chasing to get commission (as stated by one of the managers who was assisting then)they started my policy before time, in December. It was a mission to get my premium back. Your company dragged this query until the next month another premium was deducted then they only refunded the one moth premium even after I said they must cancel this cover I have sourced a more reliable company. To date the other premium was not refunded and I did not have enough energy to fight over it but I realized that it has become a norm for your company to **** people so I will bring this to the OMBUDSMAN and the FSCA attention we will have to see what they think about your company’s ********* conduct. What even annoys me is how you treat client like IDIOTS, thinking you can get away with it. I told Moetheri that I requested cancellation on the 30th April 2021, she father confirms that the instruction has been carried out, then she emails me documents stating that I cancelled the policy on the 20 MAY2021. How I wish the service was delightful as when I was sold the cover!! I would appreciate feedback to be provided and not any phone calls from your call center agents. Due to the incompetency and lack of transparency, I have lost all faith and I am in a process of taking the matter to the ombudsmen as well.