Bad Service

I canceled my cellphone insurance in November 2018, but I've recently found out that I have been paying for it still whilst I've been thinking it's an insurance for my modem I bought in November 2018 from telkom.

I contacted telkom 14 July 2020 about it and they informed that finrite is supposed to inform them of the cancelation I should call finrite regarding the matter . I lodged an inquiry same day the consulted confirmed that indeed I had canceled my insurance in November 2018 with them and she'll escalate the matter and it will take two to three days to resolve the problem.

I called again 17 July 2020 to follow-up because I hadn't heard / received any response from finrite. The consultant informed me that the matter was escalated I must hold and she'll check with her manager, of which I did. Then she informed that her manager is still on the phone she'll send her an email. I requested some sought of prove or an email showing that this is being attended to and they'll get back to me but the consultant informed me that she can't send me anything as she doesn't have the mandate to do that. But she has informed her manager of the matter.

I have checked my emails kept my phones on in case they get back to me. I called again today for a follow-up I've been told the same thing that the matter has been escalated and will be resolved within the next two to three days. I then told the consultant that it's been two weeks now and still I am given the same response this means that my first quiry was never attended to. She suggested that I should call telkom's billing department in the meantime while the matter is been escalated . I did call telkom and still informed that finrite must inform telkom of the cancelation of the insurance, I did my part by canceling the insurance with finrite but finrite failed to inform telkom.

I called finrite again to inform them what telkom had said to me and that they even read their terms and conditions between themselves and finrite. I further outlined my dissatisfaction to both telkom and finrite . I am angry and annoyed about the poor service I've received from finrite, telkom should consider taking another service provider for insurance purposes. I ve spent over 2 hours on the phone trying to get a resolution. I couldn't even get a reference number for my inquiry and or complaints. I've decided to lay a complaint with the insurance ombudsman.