Double activation fee not getting refunded

Dear Discovery,

I recently opened a vehicle insurance policy with your company and was double debited for the activation fee.

Since December 5, I have been requesting a refund, but to date, no refund has been received. Despite numerous assurances, no action has been taken to resolve this issue.

At one point, I was informed over the phone that I would receive my refund by December 20, 2024, at the latest. However, today is December 23, and when I called to follow up at approximately 10:15 AM, I was told that something had not been actioned. When I asked the agent for clarification, they changed their story. Please review the recording of this conversation to verify the details.

Additionally, the agent informed me that they could not provide a turnaround time for the refund, despite earlier promises that it would be processed within 3–5 business days.

This experience has raised serious concerns about the reliability of your systems and the accountability of your agents. It leaves me wondering how claims for accidents or other incidents would be handled.

As a result, I am considering cancelling my policy as I no longer have confidence in your company’s ability to deliver on its promises.

Please refund my money before I officially open a complaint with the ombudsman!