Staff unable and unwilling to assist with crucial rectification for client's investment and InvestBooster

From: Madeleine - Le Roi Steenkamp Consulting CC ********** Sent: Tuesday, 21 November 2017 14:45 To: ********** ********** ********** HEALTHYFOODESCALATIONS ********** INVEST_SUPPORT ********** INVEST_SPECIALREQUESTS ********** ********** Cc: DISCOVERY CONSULT - ELMARIE SMIT ********** Niell du Plessis ********** Niell du Plessis ********** Le Roi Steenkamp ********** Subject: FW: Policy Number : ********** 696 Client Entity : ********** 637 Importance: High

Good afternoon everyone,

Please refer to the emails below – this query has to be reopened as the matter has still not been resolved.

Refer to the 2 sentences highlighted in yellow, in Patience’s email from 16 August.

1. The client confirms that he never cancelled Vitality, yet the Vitality consultant cancelled the client’s Vitality 2. Is there any proof on record that the client requested cancellation? If so, please provide us with the proof 3. I’ve spoken to a Vitality agent who confirmed that the client’s Vitality was cancelled 31/5/2016 (but there is no proof of the client requesting this). The agent also confirmed that Vitality was reinstated 1/6/2017 (no break in membership). Vitality agent: Rushdeya, call reference ********** 086 (matter has been escalated to the Cancellations Manager)

The issue is: • Vitality was cancelled and reinstated without the member requesting this • The reinstatement was done incorrectly as it was not linked to the client’s InvestBooster ( ********** 696) when it was reinstated • The client’s InvestBooster has not been updating since June 2016 due to the incorrect reinstatement • The above has significantly impacted the client’s Investment and must be rectified URGENTLY

Please assist urgently.

Kind regards,

Madeleine Kymdell