Poor Service and Request for Clarification

I logged into the app and was quoted R1,464.62 to reconnect my service. I verified this amount on the website and again by contacting the call centre.

My first interaction was via online chat with Sinazo Tabasa. Unfortunately, the experience was extremely disappointing. Responses were delayed, and her attitude came across as dismissive and uninterested in assisting me. When I enquired about cancelling my funeral policy, I was advised that I did not have one. I also requested a copy of my statement, which she promised would be emailed to me within 30 minutes. More than two hours later, I had still not received it. In addition, I requested that a manager contact me. I was informed that no managers were on duty and that one would be available from 9:00 a.m. It is now almost 11:00 a.m., and I have not received a call.

I then contacted the call centre and spoke to Olwethu, who was extremely helpful. She answered all my questions, assisted me in reconnecting my service, and confirmed the same reconnection amount of R1,464.62 quoted on the app.

Later, I returned to the online chat to follow up on the statement I had requested. This time I was assisted by Dimpho Kapoko. Unfortunately, this interaction was equally frustrating. Dimpho appeared unfami**** with my query, was abrupt in her responses, and did not provide clear assistance.

I asked what my July instalment would be, and her response was simply:

"Total Amount to Pay: R749.00. Due Date: 7 June 2026."

My concern was that the due date had already passed, as today's date is 11 June 2026. When I questioned this, I was told that I was in arrears and that I should know which months had not been paid. This did not answer my question regarding my July instalment. Eventually, I was advised that "they" would contact me with further information. When I again asked what my July payment would be, the response I received was, "I also don't know."

The service I received from both chat agents has been extremely disappointing and has caused unnecessary frustration. I have received conflicting and incomplete information and have spent a considerable amount of time trying to obtain a straightforward answer.

I would appreciate clarification on the following:

Why was I quoted R1,464.62 to reconnect my service, and what does this amount cover? What will my July instalment be? Why was I advised that a manager would contact me, yet no one has done so? Why was my statement not sent as promised?

I am not willing to make any additional payments until I receive a clear explanation of my account and the amounts being requested.

I look forward to receiving a prompt response.