Client Complaint

My mom is having a very hard time with Hollard. She is old and does not understand insurance. She says she was phoned and an offer was made to her but she never accepted. However the debit order kept on running. I accompanied her to go to Hollard offices in Tygervalley and we were assisted by a lady called Khungelwa Matutu. She said, she can see on the system that she has two policies however she cannot cancel because it’s related to Clicks. We didn’t understand her but we listened anyway. She asked us to go home and write a letter and bring it back for to email to Clicks. I asked her to provide us with a paper since we drove from very far so that we can write it and submit the same day. She said she does not have papers in the office for us plus she was only there as stand in for someone, however she will assist. After a very long hustle, waiting for a paper. ( she wanted to go to the mall to buy a book for the paper WOW). She gave a white blank paper from the printer to write on and took my mom’s ID copy. We have been waiting for her response for two months now and my mom’s money gets debited still and they debited today too. Clearly Hollard does not practice TCF(treating clients fairly). This is very concerning because this is a pensioner.