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Nthabiseng P

1 reviews | Active since Oct 2013

18 Aug 2020, 12:32

Underhanded Service

I was going through my policy documents the other day and I noticed that my cash back bonus has been extended to 2023. Decided to write an email to inquire about the changes never got a response. Today 18 Aug 2020 11:34 am decided to call to find out if my email has been received and why the payout was postponed to 2023. To my surprise Dialdirect will not be giving me a cash back bonus because I missed a premium in June 2019. When I realised back then that the premium was not deducted I called the customer care to institute a debit order but they never did. I do not know if this was done deliberately so that I forfeit the cash bank bonus or what. Now the feedback I got today was that the onus is on me to prove payment. I am extremely disappointed in the service received, in the years I've had vehicle insurance I have never been in such a situation. The strangest thing is on the 27th of May 2019 I received a "No claims bonus confirmation" email with an attachment and the following month they failed deduct their premium and in July they deducted as normal. In my opinion this was done deliberately so that when and if I claim there would be this hurdle. I am extremely disappointed, extremely

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Replies (2)
Dialdirect
Dialdirect's reply18 Aug 2020, 13:21
Official
Hello Nthabiseng, 

We are sorry you feel this way, however, we will escalate your matter to our team to look into.

They will be in contact with you to discuss your concerns.

Kind Regards,
The Dialdirect Team
NP
Nthabiseng P's update27 Aug 2020, 12:17
Reviewer Update
A representative of the company did call to ask that I email my bank statement for the month of June 2019, which I did and never got a call back to confirm receipt. The reason given for the statement was to investigate if there were funds available in my account for the debit order. I called in again on 25 August 2020 at 10:49, spoke to a lady Beverly. I explain my challenge and she explained to me that it I will not be receiving my cash back in 2020/2021 because I had missed a premium in 2019 and the onus was on me to ensure that the premium was paid. she further explained that if the debit order did not go through it means that there were no funds in the account and the system indicated that the premium was not paid which meant that there were no funds when the debit order instruction went through. I am greatly disappointed in the service and regrettably due to this and the high premium and high excess fees I will be shopping around for a new insurance. I have been with Dialdirect since 2017 but I do not think it will be the right fit for henceforth. I am extremely dissatisfied and disappointed but there is nothing I can do, thanks for the response will inform you when I cancel my Insurance.