1 reviews | Active since Feb 2016
DOTSURE SHOCKING SERVICE
I signed up with Dotsure as they quoted the most competitive premiums in the market however i am absolutely disgusted with their service!!
1. They debited my account 2 months in a row for a package which i did not agree to. They phoned me back and informed me that i did agree as per the audio recording which obviously i disputed. They promised to send this audio so i could confirm and nothing received. I sent an email requesting this audio on the 4th August and still nothing. Yesterday 28th August i sent yet another email requesting this audio and the response was they will audit the recording and submit it to me. Audit? Really? Again? Why?
2. This morning 29th August i receive notification from my bank reflecting that R1187 has been debited from my account!!! My premium is half this amount! Why would they debit my account with no authorisation for amounts over my premiums and why not inform a customer that their will be a double debit going off and explain what this is for???? This is truly shocking 3. Customer service is about listening to a customers needs and wants and trying to fulfill this however due to my line of work i have requested from day one that i will only entertain emails as i cannot take calls. Even after explaining this in many emails back and forth they still insist on phoning!!! Makes me wonder of they even read emails. And this is not just one missed call i get but dozens relating to my query. I firmly believe they prefer to call so customers dont have written evidence to back them up should this matter go further 4. Upon signing up i was messed around with regards to the netstar tracker being installed in my vehicle. Either their times were messed up,they call at the last minute to make an appointment even after requesting 24 hours notice or they are a no show even after i take off work early to accomodate. They did not even have the decency to inform me they cannot make it. Their excuse.....they did not have my address. 5. Also a very clever move, they inform a customer that should they cancel their policy with Dotsure the customer will be responsible for the monthly payment to the tracker company. So a customer is locked in and has to bare this shocking service??? Mind you the tracker is also faulty as i get calls asking if i have been in an accident which i have not or if my vehicle has been ****** when its parked safely at my premises!!!
Should i not receive my audio today and have a reverse debit on my account made today i will be posting on every platform regarding my disappointments
Dear Angie
Thank you for contacting us.
We have referred your complaint to the relevant department a consultant will contact you shortly.
Regards
Dotsure Resolutions Department
Dear Angie
Thank you for contacting us.
We have referred your complaint to the relevant department a consultant will contact you shortly.
Regards
Dotsure Resolutions Department
Dear Angie
Our investigation into your complaint has confirmed that you consented to the debits that you refer to in your complaint. The consultant clearly explained the cover to you and you agreed to addition of the cover. The recording confirming same has been sent to you.
The increase to your premium was the result of documents that you did not submit timeously. The implication of not submitting these documents were clearly communicated to you.
We have confirmed that there were instances where your request for non-telephonic contact was not adhered to. For this we apologise sincerely for any inconvenience caused. We must stress however, that the contents of telephonic communications are easily verifiable and can be made available to clients on request - after internal process has been followed.
We confirm that you were by no means unduly coerced into entering a contract of insurance with the insurer. The terms of the Netstar Smartbox were clearly explained to you and you agreed to these terms. We have confirmed that the delay with the installation of your smartbox was the result of miscommunication by an outsourced third party to you.
We have confirmed through standard testing that unit is functional and that you have declined Netstar’s offer to send a technician to you so that the device can be tested at your premises.
We trust that you find the above in order.
Dotsure Resolutions Department
Dear Angie
Our investigation into your complaint has confirmed that you consented to the debits that you refer to in your complaint. The consultant clearly explained the cover to you and you agreed to addition of the cover. The recording confirming same has been sent to you.
The increase to your premium was the result of documents that you did not submit timeously. The implication of not submitting these documents were clearly communicated to you.
We have confirmed that there were instances where your request for non-telephonic contact was not adhered to. For this we apologise sincerely for any inconvenience caused. We must stress however, that the contents of telephonic communications are easily verifiable and can be made available to clients on request - after internal process has been followed.
We confirm that you were by no means unduly coerced into entering a contract of insurance with the insurer. The terms of the Netstar Smartbox were clearly explained to you and you agreed to these terms. We have confirmed that the delay with the installation of your smartbox was the result of miscommunication by an outsourced third party to you.
We have confirmed through standard testing that unit is functional and that you have declined Netstar’s offer to send a technician to you so that the device can be tested at your premises.
We trust that you find the above in order.
Dotsure Resolutions Department