Debit order woes and bad communication from Kaelo, Flexicare and Hippo Advisory

Short story: An incorrect amount was debited from my account and all my emails for enquiring have been ignored.

Details: I signed up for Flexicare plus (the R470pm premium) in August 2020 during a call from Mpho, who represented Hippo Advisory services. In November 2020, I called Kaelo to ask for a downgrade to Flexicare (the R365pm premium). In December 2020, Mpho called to tell me that my cover had been cancelled because I had apparently defaulted on my payment. I explained to Mpho that they had literally just debited my account a few days earlier but Mpho made me aware that the very first premium in August was not charged to my account. I acknowledged this information and Mpho told me to call him when I want to make changes to the policy instead of calling Kaelo's customer care. This was odd, but I accepted what he said. Mpho told me that in order to get covered again, I would have to start a new application, which he helped me through, and this time I signed up for Flexicare (the R365 premium) from the beginning and the condition was that the cover benefits would start in February 2021.

On the 2nd of January, R470 was debited from my account. I did not know what to make of this. I called Hippo and asked for Mpho but they did not allow me to speak to him, instead, I spoke to someone else and they said that the debit order was supposed to be R386 (which is a premium I had not heard of before), and said that he would contact the billing department to notify them. He did not get back to me.

Within the past 25 days, I have made a total of 8 calls and 6 emails to try and find out if they would solve my problem, but no one got back to me. No one from Hippo, no one from Kaelo responded.

I called today and spoke to the very polite Mohammed from Flexicare. I informed him of what happened and that I want to cancel cover and dispute that incorrect debit order.