Furious with Dial Direct: This Is the Worst Service I’ve Ever Experienced!

Dial Direct

I am extremely disappointed with the poor service I have received from Dial Direct, despite being a loyal client since 01 January 2020 and never missing a single premium payment.

In November 2025, my debit order was not processed as scheduled. When it was finally run manually, the wrong amount (R5,036.97 instead of R4,029.54) was debited, causing the transaction to bounce even though I had sufficient funds for the correct premium. I was also given misleading information, claiming the increase was effective in November, when it actually only applies from January 2026 (I have a letter from Dial Direct as prove).

After multiple calls, the correct premium was finally debited on 1 December 2025. Yet on 9 December, I received a policy cancellation notice stating “invalid account”, despite my account being in order and my premium fully paid. I was then told I would need to start a new policy, losing benefits such as my Monthly Payback Booster.

Even after escalation, I continued receiving cancellation messages, and new documents were issued with a new commencement date of 10 December 2025 and removal of my Monthly Payback.

All these issues were caused by Dial Direct’s system and administrative errors, not by me.

I request urgent correction:

Restore my policy to its original status with the correct start date (01 January 2020).

Reinstate my Monthly Payback Booster.

Pay out my November Monthly Payback. (This morning I woke up to 164.99 and 143.47 transactions received into the so called “invalid account” as they said but they can pay into it. This transaction don't even cover a quarter of what is due to me.

Please confirm uninterrupted cover, as I paid my premium correctly and on time.

This entire experience has been frustrating, time-consuming, and completely unacceptable from a company I have trusted for nearly six years.

To maintain a good customer and service provider relationship we had, I hope this matter will be treated with the urgency it deserves and receive resolution soon.

Lesedi Kabe