Urgent Complaint: Incorrect Refund Amount and Closed Account

Good day,

I am writing to formally lodge a complaint regarding the incorrect refund processing on my account. Despite multiple attempts to resolve this matter, my concerns remain unaddressed, and I am extremely dissatisfied with the handling of my refund request.

I was incorrectly charged a premium of R410.77 from 12 October 2023, totaling R6,161.55, which needs to be fully refunded. Please find attached the cancellation confirmation for reference.

Upon contacting your team, I was informed that a refund of R821.00 was issued. However, this amount is incorrect and does not reflect the full amount due. Furthermore, the account details you have on record are now closed, and I have provided updated banking details for the refund to be processed correctly.

I request the following actions be taken immediately:

A full recalculation of the refund amount to ensure accuracy. Written confirmation of the correct refund amount and a timeline for when the funds will be processed. Acknowledgment and confirmation that my updated banking details have been received and will be used for the refund. The delay in resolving this issue is unacceptable, and I expect immediate action. Should this matter not be rectified promptly, I will have no choice but to escalate my complaint further.

I look forward to your urgent response and resolution.