Disappointed Service. Superiors are too busy to provide feedback when a client request to speak to them.

To whom it may concern.

I am very very disappointed in your organization and how you guys provide customer service. Please find the attached communication and concern I currently have with your company. I just need someone to assist and to use DISCRETION. I’m not asking for any favors but only service. I requested to speak to superiors and haven’t received any feedback as yet. I went to head office (Hollard) and still didn’t get any service. The agent I spoke to, who called to update my banking details, only made notes that I declined to do the security questions but didn’t state on her notes, that I requested to speak to a supervisor and that I wanted to confirm the last four numbers of my cell. Hence I requested for supervisor so that I can get assistance. I FEEL AS IF YOUR COMPANY ONLY WANTS MONEY FROM ME AND THAT WHEN IT COMES TO GIVING SERVICE, YOU GUYS SIMPLY DON’T KNOW HOW TO. Stop treating me as a number and treat me as an individual. I’ve dealt with a person previously namely: Dewet Mouton, what a gentleman and a real GEM to your organization. On the 3rd of March 2021 at 09:50 in the morning, I sent an email to *********** to ask for a statement, so that I can see what my outstanding balance to pay is. As per the attached mails I only received the Policy Schedule, on the 4th of March 2021 at: 12:45 from Hollard. On the Policy Schedule, there is no indication or mentioning of the outstanding balance? I would think that the account is current or up to date. As I DO NOT have access to Hollard’s systems. I am a client or 3rd party. In addition, I asked for the balance and I received a policy schedule. A lady called me and from Hollard to update the banking details. She had asked security questions so I told her that she’s speaking to the right person, as this is the query I logged with Hollard. I told her that I’ll confirm my last 4 numbers of my cell number and she declined. I didn’t like her tone and I requested that she escalate the query to a superior. Still to date no feedback. I received a message from Hollard on the 3rd of May 2021 message, which was as follows: “ Hello Mr Younger. Your Funeral Plan, policy number:**********1 has stopped as we have not received your payments for 2 months. Let’s try to work something out to keep your policy & the protection it provides! Please dial *120*4122# ( Std rates apply). Hollard Auth FSP”. Time: 10:18 As per the above message received I’ve followed the USSD string you guys ( Hollard) provided on the 03/05/2021 to make arrangements around 14:23 -14:25. I received a message saying that someone will be in contact within 72 hours. Someone called immediately thereafter, when I answered the call was dropped. The phone rang literally once, female voice, the agent said Hello and call was dropped. When calling the same number ( **********) back, it advised that the number is no longer in use. I then sent an email with my concern and wanting to resolve this and requested that Hollard do a call retrieval to verify. I had asked to speak to a superior and nobody ever called me or provided me with feedback? I made a payment on Saturday the 08/05/2021. On the 26/05/2021 I made another payment as always via CASH deposit at an Nebank ATM. I then called Hollard to verify and check on the balance. I was told by an agent namely: Busisiwe that the policy has lapsed. I asked her to again escalate to a superior and to assist with the nearest branch in the Florida, Newlands areas. She referred us to the Westgate Mall. Upon my arrival at the Westgate Mall, I was told by the ladies from Pick & Pay Supermarket that the Hollard agents aren’t available presently, as they only start work at 11:00. I then left as I was there at 10:00 and couldn’t wait for an hour. On the 27th of March 2021, I went to Hollard’s Head Office, I spoke to a consultant namely: Jade Ndlovu. I explained all the above and she advised that the policy has lapsed in JANUARY 2021 already. I requested to speak to the manager, she said it’s fine I just need to wait. A gentlemen approached me by the name of Nhlakanipho Makhanya, not too sure if he was the manager as he was reluctant to give his name and surname initially. Again, I explained the story to him and advised of my concerns and the correspondence I have. He then asked me what I would like ( meaning: A WAY FORWARD), I told him that I would like for the policy to continue as usual and GOD FORBID, should something happened there would be no waiting periods. He told me that he cannot help or assist me and that I will need to call the call centre!!! CAN YOU BELIEVE THE SERVICE!!!! I informed him that I DO NOT understand as according to me I am at head office and I would like to have some service, as myself, I’ve been working in Customer Care/ Client Services for the last 16 years. He ( Nhlakanipho Makhanya, Manager) then called the call centre from head office with their phone and I spoke to an agent namely: Crizelda, again I had to explain all of the above and she simply told me that the policy has lapsed and that she cannot assist. I again requested to speak to a supervisor. Supervisor’s name was Maggie Ndawe, I explained all of the above again and she also said that at this stage she couldn’t help me but will escalate to a the “COMPLAINTS DEPARTMENT” and that I will receive feedback within 7-14 working days. I then requested that she forward a call reference number to me but to no avail,( 3 days later)? I asked her why as per Jade Ndlovu who confirmed that the policy had lapsed in January 2021 and why wasn’t I notified then. She told me it was because no payment was received in Jan and Feb etc. I explained to her that I have proof of payments that was made in Jan, Feb etc. In addition, the only other SMS I received from Hollard was on the 30/08/2019 at : 15:17 in the afternoon. The message stated that message stated that " money was not received and that on the 26/10/2019 a double debit would be submitted.

From: customerservice@hollard <***********> Sent: Wednesday, March 3, 2021 10:01 AM To: Ashwin Younger <***********> Subject: RE: Raymond Nel Hello!

Thank you for contacting Hollard.

We have received your email and you can expect a response to your query within 2 business days. If you do not hear back from us, please contact our call centre on **********(Standard rates apply).

Kind Regards Customer Service Team

www.Hollard.co.za HOLLARD LIFE ASSURANCE COMPANY LIMITED, Reg. No. ***. Hollard Life is an authorised Financial Services Provider, FSP no. 17897