FIRST FOR WOMAN ARE *******- DEBITING FUNDS FROM MY ACCOUNT 5 DAYS BEFORE THE TIME WITHOUT PRIOR AUTHRORIZATION.

At 12h30 today, 22 January 2024, money was deposited into my account. The purpose of the funds being deposited into my account was to pay funeral undertakers as there was a death in the family. To my horror, as I was busy with the transaction, it was declined stating insufficient funds. When I went into my account I saw that First for Woman VAPS took their premium, which is only due on the 27th. This is the third time that this has happened. Immediately I called FFW and was assisted by Thabiso from Customer Care. I explained to him what had happened. He explained that this is VAPS which is separate from my main insurance. Needless to say, I lost my cool. When I signed up for VAPS, I signed up for VAPS with FFW, so for him to subtly disassociate himself FFW from the error of VAPS is unacceptable. I asked him to put me through to the most Senior Official within the VAPS department.

I was then put through to a consultant by the name of Steven. I briefly explained to him what had happened and that, respectfully, I want to speak to the most Senior Official within the VAPS department. He then responded I can speak to him as he is part of Senior Management. I proceeded to explain the horror that I went, during already traumatic time. I asked him for his name as I was going to post it on every social media platform possible and Hello Peter. His immediately response was begging me not to do so and that he will put me through to a manager. To have the audacity to lie to me, and insult my intelligence, after going through what I am going through as a result of FFW error is inhumane!

I was then transferred to Vershan Naaidoo, a manager in the department. While my refund was immediately authorized, and he apologized profusely, it does not undo what FFW did. It constitutes THEFT- taking something from someone without their permission. What then is the purpose of a debit order mandate?! Yes the money is in the process of refunded, but it will only reflect in 2 days times. So I will have to wait 2 days before I can pay the undertakers. I will have to pause my grieving, and that of my family so that FFW can fix their mess. Errors like this shouldn't be happening, PERIOD! Whether it is a business or an individual. Because if it was an individual who took from my account, a ******** case would be opened.

If I could give FFW -5 stars, not even that would summarize my total disgust in how they manager their business, the clients, and clearly my bank account they think they can just access at any time.