Poor Service

Below is an email sent to First for Woman

Good Day I have been your client since 2006 that is for the last 13 years. Initially I had one vehicle covered, I then added home content a few years later and February year I added a second vehicle. You have never received a claim from me, no unpaid debit orders, what I would define as a loyal good standing customer.

I called your office on the 11th June to query the massive 25% increase scheduled for 1st July. Your retentions consultant Dwayne Blackburn attended to my call. His first reaction after listening to my query was, "there is nothing I can do as this is a yearly increase and if you want to cancel let me know and I will make a note of it and you wont be debited at the end of this month".

I was shocked by this response, especially since this was supposed to be the "retention agent". I said, so you are willing to let me go as a client, and I mentioned that I have been shopping around for a more reasonable premium. I proceeded to send him a copy of the quote I had received from Outsurance. At this point he said that he would need to look at what can be done as he does not have authority. He tried calling me back a few minutes later but I was unable to take his call. He followed through with an email in which he said you are willing to keep the premium at R2091.52 but, everything else remains the same. I am assuming by this he meant the excess and cover.

On the 18th July, I had still not received the quote, I sent another email and requested for the manager's name and contact details. On the 20th July, still no response from Dwayne. I sent another email requesting feedback before the request for payment is submitted to my bank.

I received a response on the 21st July from Dwayne apologising for not responding and he sent the updated quote. He also **** by saying he sent the quote on the 11th when he did not do so. I would not have sent numerous emails requesting for feedback had he sent it in the the first place.

Dwayne only responded with the manager's details (Sherilee Moodley) on the 24th July.

Please take note of the poor turnaround times as I had to continually beg for feedback.

At this point I received a call from someone who said he was a manager and that Sherilee was ill and unable to attend to my request. He had nothing different to offer and at this point I asked for his manager details. He gave me your name and email address. I also requested a copy of the calls which I made regarding this query, he promised to either email or courier if the files were too large and to date I have not received these.

At this point I was utterly disappointed in the lack of service and highly frustrated.

On the 25th July, after considering my options, I requested a quote just for the Elantra and I was quoted R931.37. I questioned why this amount was higher than the amount contained in the quote I recieved on the 21st July. I received a call from the manager, still not sure of his name. He also said there was nothing they could do to match Outsurance and BayUnion.

On the 1st July you debited my account with the amount of R2578.11 which is the increased premium. I sent an email asking why this had happened despite my initial query regarding the increase and what was quoted R2091.52 was not debited. The said Manager called me on the 2nd July and said it was debited as I had not finalised the quote. I did not accept this and asked that he send your details to me and I also mentioned that I have not received the call recordings which I requested again he promised to send.

I have not heard from him since and no feedback despite my requests including a refund of the additional R500 that was debited.

Please can I have a response and I will be be posting this on Hello Peter.

Thank You

Dawn Prinsloo

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