Please pay as promptly as you collect.

Having been an assitant intermediary for the group in the past and seeing how much effort it's been to get the promise fulfilled, I am questioning whether it's worth it to remain a client. In the event of a claim, will my experience be like this too?

I joined during the 10 year anniversary promotion wherein if I obtained gold status on Vitalitydrive in the 3 months after joining I'd get 50% of 6 months' premiums paid back to me. I met this requirement and some.

We're well over 8 months in now and I am still being told of escalations that haven't taken place or that have been ignored by the finance department.

As someone who has worked in client service for several years it makes me sad that this is the kind of service one receives. It takes a lot away from the brand and makes one question all the referrals they have given.

A bit of background:

I've called on 9 December 2021 at 18h04 and missed you, fair enough.

1) 10 February 2022 at 14h18 (19 minute call with Thobeka, which I later found out was a waste of time because my query wasn't even attended to, never mind escalated like she said it would be)

2) 17 February 2022 at 14h40 for 9 minutes where I was told my query was being escalated to the finance for payment (on day 7 of the 5-10 working day period during which I should have received payment).

3) 23 February 2022 at 10h53 during which I was told by Mota that I indeed qualified for the refund and it would be processed and paid to me before the week was out and today (which is when the 'week is out') I am told it should have been released already but it hasn't.

My ask is this: when you need to collect premiums, you do not hesitate yet, when you need to do the honourable thing, the client has to raise the issue of your breach and then follow-up numerous times for you to fulfill your promise.

I told the last 2 consultants i spoke to that this review would be my last resort because I hold this company in high regard and I've given you the benefit of the doubt but now I feel I'm being treated like I don't matter.

Please let me know if I am being unreasonable and asking for more than what was promised by you.