TERRIBLE SERVICE

On Sept 1st I emailed discovery insure requesting whether or not I could withdraw the money from my EFA (Excess Funder Account). I recevied a response on Sept 3rd stating that they "had tried contacting me on my cell but were unable to reach me." No further information regarding my EFA withdraw was given. I emailed the same request again on 3rd Sept and on the 4th received a response saying "We have referred the query to the finance department and we will inform you accordingly with regards to how much you can withdraw and assist you with that withdrawal." On the 11th of Sept I then received an email stating "your next withdrawal is on the 30/9/2019." On the 28th of Sept I phoned discovery to try clarify whether the date was supposed to be 30 Sept 2018 or 2019. The agent told me that on the 30th of Sept (in 2 days time) I would be able to request the withdrawal. I emailed them again stating that as from the 30th Sept 2018 I would like to withdrawl all the funds from my account. I received the following response: "Thank you for contacting us on the 28th September 2018. We have referred your request to the Finance Department and the funds should be paid into your account within 7 to 10 working days."

Today, 9th Oct I phoned discovery insure to find out the status of my funds as 7 working days had passed. I was then told that the agent who responded must have misworded the email and that I am only able to withdraw the funds in 2019.

My question is, even if I did misread the 2019 date in the 1 email, why did the first agent I spoke to not clarify this for me? Secondly, if it was put in writing that my funds would be paid to me in 7 to 10 working days, why was this not rectified?

I need those funds and want some sort of resolution. To be told that an email was sent and there is nothing I can do is less than poor service.

On top of this, my insurance premium was increased by nearly R300 on the 1 Oct 2018 without any notification of this increase being communicated to me. I was told that an anniversasry email was sent and the information of the increase was sent to my broker. Firslty, the email does not state anything about my premium change at all as there is no policy schedule attached and my broker has been removed from my policy so I recevied nothing from him.

The amount of back and forth and time wasted has made me lose all faith in Discovery.