Raising of Premium and Debit Order deduction without consent

On 19 December 2017 I received official communication from Discovery Insure regarding my new premiums as of 1 February 2018 (the policy anniversary). The stated premium for Household Contents was R374.

On 29 January 2018 I contacted the call center to change a few details, as well as increase the voluntary excess on my household contents insurance. Instead of lowering the premium, it increased my premium to R599!! The agent agreed that this is not possible as the premium should at least drop slightly if add a voluntary excess. Even removing the voluntary excess did not drop the premium back to the original.

A subsequent QC was submitted to determine why my premium almost doubled with effectively nothing changing on my policy - thus the R599 premium was effectively being challenged. To add insult to injury, Discovery then debited my account to make up for the increased premium - I never agreed to, or even received official communication, this "new" premium.

It has been a week now and I have not received any feedback as to how this will be resolved. This is borderline shocking business from their side - almost doubling an existing customer's premium, who has never claimed, for no apparent reason. And then to have the audacity to pull a debit order for a premium that was never agreed to and is still under investigation is reckless.

This needs to be resolved rather quickly or I'll happily do business with someone else.