disappointing service

Good day All,

Please can you refund the amount you took from my account.

The Loan installment increased due to insurance and I have ceded the insurance to Zest Life.

This essentially means you have dually insured me for the period without my indicating the need.

I called several times last month and spoke to 2 people who told me my loan amount wasn’t amended but every time I checked my app I could see the amended amount.

Only to receive an email on my debit date telling me that you have charged me for insurance.

I then called and spoke to a manager there who said he will escalate the matter and to date I haven’t received any feedback. (4 Weeks later)

I find this type of failure to care for clients appalling especially for a bank of your caliber.

I have sent several emails to Giovanni with my policy schedule showing that my policy with Zestlife is ongoing but nothing is being said of that and another debit has just gone though!!!!!!!

Are you really so desperate to suck me dry that you don’t even think about contacting me before making unauthorized debit orders?

Why is it that even though you have received the confirmation that I already have cover that you still haven't been refunded for the amount you took without my consent?

After years of trusting you with my money I expect you to at least attempt to resolve my complaint instead telling me you acted on assumption without consulting me.

Furthermore, before I ceded this insurance. I had to go through a lengthy process but now without even verifying the information with me you just give me insurance?

This is very disappointing service from you.

NB: Before responding to this, please check my previous emails and calls so you have comprehensive feedback not thumb sucked information.

I prefer to be called instead of emailed because no one there seems to take responsibility on email.

Thanking you in advance.