Double Profile caused a massive problem & No follow up, etc

<p>Find emails below to explain such a disorganisation, lack of response, etc.<br />Lost many precious hours of my life tying to be heard by them and in the end nothing changes as you can see....</p> <p>On Sun, Feb 19, 2017 at 4:14 PM, Manuel Pontes ********** wrote:<br />Dear Discovery insure,<br />The Excess high like it is (Above R3000 where was only R1500 when we close the deal!), and the basic excess increased drastically without my consent and agreement, which one of the points that hit me the most?<br />This was one of many disappointments i had which made me really put in my agenda to save time to look for better options.<br />I'm looking for an insurer that not only easily "pay" me back when i claim (even if we should not hope for accidents) but also that don't give me hassles which never ends and take our energy to sort things over and over. In our lives we are made to invest our days in better things God wants us to do rather then word double time to get people to do their Jobs. Sorry but I'm expressing my frustrations for years that i held with me.<br />***I'm going to make another test and you will see, please send me the most updated policy (w/ou phoning me first) and i presume i will still find mistakes or missing info etc... I need a manager to reply me via email first, Not call ***<br />This for me its a very serious situation where reading "the small T&C's/words in the bottom of your email like i just did days ago when i discovered that "If I do not perform the Pre-inspection on the new car I would NOT be Covered for 3rd party incidentes/accidents", and I was Not informed by any of the agents I spoke (about 5 agents!), and you can check the recordings. <br />I found out by myself then I tried to do the first option which was the Discovery APP which i had on my cellphone but due to another mistake (the Double profile, which is from more then one year since i complained!) i was not able to do it so i needed to stop my life and rush to the nearest Glass Fit as the trust has been broken. Trust is the most vital and important thing you can preserve in your business.</p> <p>I again, took/"lost" the time to show you some evidences of some of the disappointment i'm taking about.<br />See emails/evidences (from the first to the last, but Not all trail) below & attached regarding the Double Profile so I was Not able to access any of my Insurer products i paid for years.:<br />The first email about the Double profile problem where we found out when i was trying to use the DQ Tracker / Mapper access and i was Not able until Today i still can not...... The first of Many (i don't want to "lose" more time looking) complain was sent on 23 FEB 2015 and in Feb 2016 i was still struggling to have this sorted so i could use the tools i have the right to access. See below the "next" problem i'm facing as now i have access to my Insure profile/products but the one i want ot use the most (DQ Mapper) and that everything started back in Feb 2015, still Not working as you can see below. Shame...............</p> <p>---------- Forwarded message ----------<br />From: Manuel PONTES<br />Date: Mon, Feb 23, 2015 at 11:44 AM<br />Subject: DQ Track - Maper access??<br />To: Discovery INSURER EMERGENCY ********** <p>Good day Discovery Insurer.<br />See error below when I tried to access my DQ-Mapper for the first time.<br />I need to access my DQ Mapper.<br />I'm the main member of my policy and need to have Full access to it.<br />Please correct and send link for easy access.</p> <p>Rgds,<br />Manuel PONTES -Plan# 4 ********** 88</p> <p>---------- Forwarded message ----------<br />From: ********** />Date: Tue, Dec 6, 2016 at 2:43 PM<br />Subject: Vitality Drive - DQ MAPPER ACCESS??? -WRefNo# ********** 536#- -MailRef# ********** 621#- ref: ********** 536</p> <p> </p> <p>---------- Forwarded message ----------<br />From: Manuel Pontes ********** />Date: Tue, Feb 14, 2017 at 4:13 PM<br />Subject: Re: COMPLAIN: Pre-Inspection Not informed & Double Profiles -MailRef# ********** 125#-<br />To: InsurecomplaintsBox ********** <p><br />Dear Discovery Insure.</p> <p>1) Vehicle Pre-inspection: Due to the Double profile problem again, i had No access to nothing on my Insurer products so I just needed to finish this task to make sure i'm in compliance, this way i needed stopped my life and went to Somerset West GlassFit and completed now. Mr Jean will send it report to you as he promised.</p> <p>2) Double Profile: I just again, sent copy of my identification document to you guys as requested. <br />-REWARDS CALCULATION: Due to this mistake my reward was affected as I had this duplicated profile for over one year. Please make sure you merge and pay the reward that was in the other profile that was not paid to me. Thats why i was complaining that i was not getting the correct amount of the rewards.</p> <p>Please follow up and reply this email once is done.</p> <p>Discovery Insure Plan number: ********** 188</p> <p>--------------------<br />Regards,<br />Manuel Pontes</p> <p>From: Manuel Pontes ********** <br />Sent: Friday 10 February 2017 11:02 PM<br />To: INSUREMAINTENANCE ********** INSURECOMPLAINTS ********** />Subject: Fwd: Confirmation of your DQ-Track appointment -MailRef# ********** 125#-<br /> <br />Dear Discovery.<br />See below complain. I need a manager to reply this email and calls me in regards to the that.<br />Also i need the Complain Ref#.<br /> <br />PROBLEMS: <br />-NO ONE told me i needed to do a vehicle Pre-inspection. I spoke to more then 4 people on 3rd and 4th Feb 17 when I called to tell them i was changing the vehicles (Trading the Hyundai Elantra & including the BMW 2015) , until today. I just figured our myself....<br />-I then urgently tried to complete this task and use the Discovery APP but the product i pay for years is not showing there in my profile (INSURER) so i'm not able to do the task.<br />-The problem was exactly what i thought and they confirmed that they made mistake and "created two profiles with my name" and need to merge them so i can have access to the Insurer profile / product so i will be able to do the "vehicle pre-inspection". <br />Profile that needed to be merged:<br />1st: ********** 667 (Has Only my insurer profile)<br />2nd: ********** 207 (Has Only my Health & Vitality)<br />-I'm years trying to get access to the Insurer profile and tools such DQ-Mapper and because of this problem above I can not access.</p> <p>-CALL INFO - Insurer direct# called: 0860-751-751<br />-Call Ref# ********** 173 <br />-10 FEB 17: <br />-Charne @ 17:54 pm - transferred <br />-Zanele @17:58 - Assisted me. <br />OBS:<br />-No more manager available (Manager name: Yolandi.)<br /> </p>