Dial Direct - Pathetic Customer Service

I decided to change insurance companies at the end of November/beginning of December, 2019.

I had a look through hippo.co.za to see what the best offers were and found that that Dial Direct had the best offer, or, so it seemed at the time.

I signed up with them after a call over the phone and all was going well. They were very happy to have me on board as a client, obviously knowing that they would be receiving my money in exchange for services rendered.

That's pretty much where the happy part of the story ends.

I emailed them later in December, requesting that my first debit order go off on the 1st of February as I am self employed and I'd only have funds in my account for the first payment at the end of Jan/beginning of Feb.

They never came back to me in terms of any form of communication, except a blank automatic response email, and then they decided to debit order me.

I called them in early Jan 2020, to query my policy, and to ammend details as I had also moved house end of December, wanting to ensure that they have my final, correct details on their system. During this call, the call center agent said she'd call back the next day to confirm my postal code and residential extension. Guess what? No call back.

I then received a call from Netstar in regards to the fitment of a tracker, as per my contract with Dial Direct. Dates and times were agreed to, for said fitment, and guess what? A.) my new details hadn't been communicated with Netstar (I later discovered that Dial Direct hadn't updated a thing on their side) and B.) Netstar then missed the appointment I had scheduled with them for fitment. Eventually, Netstar called me, saying that their technician had called, repeatedly, to no answer. I know this was a load of BS as I never received a single missed call, or notification of a missed call on the day of the original appointment.

Eventually, Netstar pulled through, and the tracker has now been fitted.

Then, come mid-month January, I get another notification from the bank about a returned transaction - ala DIAL DIRECT!!! Once again, trying to debit order me after telephonic communication (all calls are recorded, correct?). This time, resulting in my account owing the bank bank charges due to the lack of competence on Dial Direct's side of things, and, above all, black marks on my credit record, because they clearly cannot be bothered about client service.

Yesterday, I logged a call me back request through the Dial Direct app, and never received any calls, whatsoever.

Today, I have logged about 10 call me back requests, and I am still awaiting their call back. I did, however, recieve, at absolute random, a call from their life insurance department today, trying to up-sell me onto another policy, but absolute radio silence regarding my existing policy.

I've also bee speaking to their social media team on Facebook, and have been sitting, waiting to hear back from them (they said that my issue has been escalated and I'll be receiving a call from them soon, but yet, still NOTHING!!!!!!!!!!!!!!!!!)

This is the absolute, most ridiculous service I have ever recieved, and due to them not listening, I have had to deal with a negative reflection of funds in my bank account, and multiple marks against my credit score.

Absolutely pathetic.

To make things worse, I'm now tied into a 3 year contract with them due to the fitment of the Netstar tracking unit. Very sly way of operating and it seems that they really do not care about their clients.

One thing is for absolute sure, I will never, even if this is rectified, recommend them to anyone that I know who may be looking for a reputable insurance company. In fact, I'll be doing the exact opposite and warning people to avoid them, like the plague.

I want, a.) to be reimbursed for the bank charges I have had to incur thanks the lack of action on Dial Direct's behalf and I want to have the marks against my credit score reversed. I refuse to suffer due to the incompetence of this "service provider".