PM
Princess M
1 reviews | Active since Mar 2017
30 Nov 2021, 16:47
Banking details removed witout my concern
We received a call in September regarding an upgrade on policy number ***5 which we declined, however, I just noticed that the sales consultant messed up our banking details that were on record as the debit order for October and now November did not go through.
I called this morning and spoke to Michelle from customer service call ref *** who was unable to reload the banking details as they don’t match my mom’s ID, I don’t understand why my banking details were removed to begin with and now I have to pay two premiums which is costly for me due to someone’s negligence.
Why were my banking details removed without our consent?
May I request this to be rectified and resolved, I am not happy with the fact that your consultants access our records and change things without our consent. That is completely *****.
Kindly reload my banking details for future debit orders.
Your resolution will be highly appreciated.
Helpful (0)
Replies (13)0
Replies (13)PM
Princess M's updateReviewer Update
30 Nov 2021, 16:14I have been contacting them with no luck.
PM
Princess M's update30 Nov 2021, 16:14
Reviewer Update
I have been contacting them with no luck.
Hollard Life's replyOfficial
01 Dec 2021, 09:53Hello Princess
We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
We tried calling you as we need your moms contact number to obtain consent from her in order to correct the banking details to your details. Please let us know when we can call you and provide us with a contact number for your mom as the one on our system says the provider is not available.
Kind Regards
Escalated Complaints Team
We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
We tried calling you as we need your moms contact number to obtain consent from her in order to correct the banking details to your details. Please let us know when we can call you and provide us with a contact number for your mom as the one on our system says the provider is not available.
Kind Regards
Escalated Complaints Team
Hollard Life's reply01 Dec 2021, 09:53
Official
Hello Princess
We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
We tried calling you as we need your moms contact number to obtain consent from her in order to correct the banking details to your details. Please let us know when we can call you and provide us with a contact number for your mom as the one on our system says the provider is not available.
Kind Regards
Escalated Complaints Team
We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
We tried calling you as we need your moms contact number to obtain consent from her in order to correct the banking details to your details. Please let us know when we can call you and provide us with a contact number for your mom as the one on our system says the provider is not available.
Kind Regards
Escalated Complaints Team
PM
Princess M's updateReviewer Update
01 Dec 2021, 11:11Hi, I am available, I am not sure why mom's content is required now as my details are on the system as the payer and I am the one who opened this policy. When I call your center they don't require my mom's content to assist me but now you require her content where else you never required her consent to remove those banking details, to begin with.
PM
Princess M's update01 Dec 2021, 11:11
Reviewer Update
Hi, I am available, I am not sure why mom's content is required now as my details are on the system as the payer and I am the one who opened this policy. When I call your center they don't require my mom's content to assist me but now you require her content where else you never required her consent to remove those banking details, to begin with.
Hollard Life's replyOfficial
01 Dec 2021, 11:45Hello Princess
Thank you for taking my call. A consultant will contact you to make the necessary corrections and we are investigating why your bank account information was removed.
Kind Regards
Escalated Complaints Team
Thank you for taking my call. A consultant will contact you to make the necessary corrections and we are investigating why your bank account information was removed.
Kind Regards
Escalated Complaints Team
Hollard Life's reply01 Dec 2021, 11:45
Official
Hello Princess
Thank you for taking my call. A consultant will contact you to make the necessary corrections and we are investigating why your bank account information was removed.
Kind Regards
Escalated Complaints Team
Thank you for taking my call. A consultant will contact you to make the necessary corrections and we are investigating why your bank account information was removed.
Kind Regards
Escalated Complaints Team
PM
Princess M's updateReviewer Update
06 Dec 2021, 13:58Hi, Please note that I am still waiting for feedback as per our last conversation. This is going to be the third month without payment on this account and I will not be helped liable for anything.
PM
Princess M's update06 Dec 2021, 13:58
Reviewer Update
Hi, Please note that I am still waiting for feedback as per our last conversation. This is going to be the third month without payment on this account and I will not be helped liable for anything.
Hollard Life's replyOfficial
06 Dec 2021, 14:31Hello Princess
We are sorry for the time it is taking to resolve your matter and we have escalated to our technical team for assistance.
Kind Regards
Escalated Complaints Team
We are sorry for the time it is taking to resolve your matter and we have escalated to our technical team for assistance.
Kind Regards
Escalated Complaints Team
Hollard Life's reply06 Dec 2021, 14:31
Official
Hello Princess
We are sorry for the time it is taking to resolve your matter and we have escalated to our technical team for assistance.
Kind Regards
Escalated Complaints Team
We are sorry for the time it is taking to resolve your matter and we have escalated to our technical team for assistance.
Kind Regards
Escalated Complaints Team
PM
Princess M's updateReviewer Update
06 Dec 2021, 16:28How long doe it take for them to response, this is the same response I got last week.
PM
Princess M's update06 Dec 2021, 16:28
Reviewer Update
How long doe it take for them to response, this is the same response I got last week.
PM
Princess M's updateReviewer Update
09 Dec 2021, 15:18Hi Please note that my issue still remains unresolved and no one is communicating with me in this regard.
PM
Princess M's update09 Dec 2021, 15:18
Reviewer Update
Hi Please note that my issue still remains unresolved and no one is communicating with me in this regard.
Hollard Life's replyOfficial
10 Dec 2021, 08:00Hello Princess
We apologise that your matter has not yet been resolved and we have escalated the delay to senior management for urgent assistance.
We will provide feedback within two working days.
Kind Regards
Escalated Complaints Team
We apologise that your matter has not yet been resolved and we have escalated the delay to senior management for urgent assistance.
We will provide feedback within two working days.
Kind Regards
Escalated Complaints Team
Hollard Life's reply10 Dec 2021, 08:00
Official
Hello Princess
We apologise that your matter has not yet been resolved and we have escalated the delay to senior management for urgent assistance.
We will provide feedback within two working days.
Kind Regards
Escalated Complaints Team
We apologise that your matter has not yet been resolved and we have escalated the delay to senior management for urgent assistance.
We will provide feedback within two working days.
Kind Regards
Escalated Complaints Team
PM
Princess M's updateReviewer Update
15 Dec 2021, 10:21Hi, May I kindly have feedback as two working days have passed.
PM
Princess M's update15 Dec 2021, 10:21
Reviewer Update
Hi, May I kindly have feedback as two working days have passed.
Hollard Life's replyOfficial
15 Dec 2021, 10:50Hello Princess
The matter is with our senior technicians and management. We are sorry for the length of time it is taking to resolve the technical issue and assure you we are working on it.
Kind Regards
Escalated Complaints Team
The matter is with our senior technicians and management. We are sorry for the length of time it is taking to resolve the technical issue and assure you we are working on it.
Kind Regards
Escalated Complaints Team
Hollard Life's reply15 Dec 2021, 10:50
Official
Hello Princess
The matter is with our senior technicians and management. We are sorry for the length of time it is taking to resolve the technical issue and assure you we are working on it.
Kind Regards
Escalated Complaints Team
The matter is with our senior technicians and management. We are sorry for the length of time it is taking to resolve the technical issue and assure you we are working on it.
Kind Regards
Escalated Complaints Team
PM
Princess M's updateReviewer Update
15 Dec 2021, 11:00By when will the issue be resolved? what happens when payment is not debited on time? who will be held liable for this?
PM
Princess M's update15 Dec 2021, 11:00
Reviewer Update
By when will the issue be resolved? what happens when payment is not debited on time? who will be held liable for this?
PM
Princess M's updateReviewer Update
15 Dec 2021, 15:23Hi team, noted as informed by Natasha. Thank you so much for your assistance
PM
Princess M's update15 Dec 2021, 15:23
Reviewer Update
Hi team, noted as informed by Natasha. Thank you so much for your assistance