Discovery Life Debit Order Drama Still Unresolved

We have an ongoing issue that has yet to be resolved and is very frustrating.

Due to financial constraints we canceled our policy on 05/11/2024.

We reinstated a few days later on 11/11/2024. We paid in cash the November premium.

We moved to have a debit order facility instated as was the case for years.

In December our debit did not go off. We contact Discovery Insure Customer care to intervene. They advised us to check with our bank and they scheduled to debit a few days later.

We went to our bank and they assured us there is no error on their side. The debit is loaded onto our profile and we checked same with our banking app.

The debit order did not go off again, then we called Discovery and went back to the bank. The bank advised again everything is fine on their end.

Discovery said they will debit again. No debit was effected. We called Discovery again and were advised that we must pay in cash and they will investigate.

Now at the end of January expecting the debit to go off, it did not.

We urgently request an investigation to ensure the debit order goes off on the debit date as requested.

We cannot keep calling customer care to get a payment reference number and pay via eft every month-that is an uneccessary inconvenience, especially when there is a more simplified way to do things.

Note: 1. There is no problem from the banks side-we checked three times. 2. There is always money for the debit but no debit is even attenpted. 3.We contacted our broker-who cannot assist in this regard as it's an issue for Discovery Life staff to deal with. 4. We've contacted Discovery Life customer care and whilst we are told a department will look into it, we don't receive feedback and the problem persists.

Therefore we have exhausted all options on our end to resolve the issue, which is why we've decided to make this complaint.

We are now fed up and on the verge of canceling our policy and dealing with a company that takes it clients seriously.