Terrible Customer Service with Incorrect Information

I had the below problem and no one has bothered to try and rectify it.

Monday 25 September : I submitted an online quote form for vehicle insurance I was contacted by Lydia and we arrange for a call on Tuesday morning.

Tuesday 26 September : I was contacted by Lydia during a work meeting, and rescheduled the call for a few hours later. During the afternoon call Lydia assisted me with taking on vehicle insurance for my car, including explanation of the once-off on boarding fee of R150 which would be debited as a separate amount to the premium. During the call I raised a query about a vehicle tracker: I asked if the current Discovery driving device was compatible with a tracker for the purposes of vehicle recovery, as I recall that in the past (in 2012) the Discovery device could not be installed with a vehicle recovery tracker. Lydia advised that since the driving device was placed on windscreen, I would be able to have a tracking device installed. Discovery would be able to do this for me at an additional admin fee of R110. I asked if the admin fee would apply with I had the tracker installed by a third party, for example Matrix, and Lydia confirmed the admin fee would only apply to the Discovery provided and installed tracker. Lydia further advised that should I have a tracker installed, this would reduce my monthly premium by R10. I asked if this reduction was specific to the Discovery provided and installed tracker only, and Lydia confirmed that it would apply regardless - but repeated that it would only be reduced by R10. I then asked if I got a tracker installed this week, would I be able to call in again to have the premium revised as advised, and she confirmed yes. Again, she repeated that it would only be reduced by R10. We concluded the call and I was sent the policy documents. Lydia called back to ensure I received the initial email she sent, and advised that should I have any questions I can email her as she was kept in cc in the email I received from the discovery mailbox. I read through the plan documents and send an email to amend the spelling of my address and my initials, and also confirmed by bank account number as I had provided it telephonically. An updated document was provided, and I checked that my details reflected correctly on the discovery app as well. I had a query regarding the premium breakdown and requested clarity via email., but never received a response. I was able to obtain clarity on this by myself later in the day.

Friday 29 September: I called the contact centre and was assisted by Tshepang (excuse my spelling, as this may be incorrect). I advised that I was calling to action the amendment and reduction of my premium as explained by Lydia earlier in the week. I gave the details of the tracker and service provider to Tshepang who then informed me that my premium would go up by R1. I relayed the conversation with Lydia (as outlined above) to Tshepang to provide context as to why the increase was confusing to me. Tshepang repeated that the premium had gone up by R1. We discussed the onboarding fee of R150, as well as the vehicle tracker installation admin fee of R115, which I clarified I understood and didn't have a problem with. I then asked if based on my understanding of what Tshepang just said, that I was correct in assuming that the premium change is dependent on the service provider of the tracker? Tshepang confirmed that this was correct. I communicated my frustration with this by stating that this is not what I had been told by Lydia, and would have made my decision based on the crucial piece of information had I been advised of it. I made decisions based on the information I was provided, and there is currently a tracker in my vehicle. I also noted to Tshepang that the increase in premium indicates to me that my service provider is not trusted by Discovery. I asked how I would go about receiving what I was told, and rectifying the problem as this was not what is supposed to happen. Tshepang advised that she would ask Lydia to contact me to discuss this. I asked for confirmation of when I could expect the call, and I was told by Monday 2 October 2023. I did convey to Tshepang that my frustration was not with her, but with Lydia. I have no problem with what policy says, but do have a problem if the incorrect information was communicated to me and decision were subsequently made based on this.

Monday 2 October: I had not yet received call from Lydia, so I contacted Discovery myself and was assisted by Lefu (excuse my spelling, as this may be incorrect). I explained the situation (as outlined above) and asked to speak to Lydia or a Client Relationship Manger. Lefu said he would try to see if Lydia was available and I was put on hold. I was then notified by an automatic voice that my call was being transferred to the next available consultant, and I was assisted by Ayanda. I asked for clarity on who I was speaking to and Ayanda advised that he was sitting next to Lydia is was on a call with another client but would contact be as soon as she was done. I asked if this would please be actioned, as I was told on Friday that I would receive a call, and I did not. Ayanda said "She will contact you when she is done, I promise." I have not received a call or further correspondence to date.

My intention with this complaint is to receive a formal apology and an amendment to my premium as per my initial call with Lydia, as I made decisions that had a financial impact based on the incomplete and incorrect information I was provided. We spent a significant portion of the call discussing the vehicle recovery tracker so she had ample opportunities to advise that the premium change was service provider specific. I am aware that each of the calls above were recorded internally, and there should be internal call log notes made by each of the consultants I spoke to.