HOLLARD PFS ***** - DEBITING BANK ACCOUNT WITHOUT SIGNING UP FOR THE POLICY

In March, I was overseas and was not able to get back to South Africa due to the lockdown because of COVID-19. At the end of November when I arrived in South Africa and went to Standard bank to update my details, etc. I saw on my online statements that since March 2020 I had been debited R248.75 for Hollard PFS **********. I went to Standard Bank and their service was ridiculous as they said they were unable to reverse the debit orders and for every reverse order I had to pay R185 per reverse debit order. I was overseas and I did not sign up or register to any Hollard policy at all. Their advise was to phone Hollard to get it sorted.

The 01/12/2020 I phoned Hollards purple number **********, where I spoke to Nontando and she said the system was down but as soon as it was up they would call me. By 15:00 on 01/12/2020 there was no return call. So I phoned again, where I spoke to Sithokazi (Reference: **********), she said that it would take 12 working days for the complaints department to get back to me with my refund of 9 months premium. The Hollard PFS policy holder name is Charmaine Aphana but some how the bank account number is my account number. Whether Charmaine wrote the account number wrong or Hollard inputted my account number wrong, IT IS ***** at the end of the day as I did not sign for ANY Hollard Policy and a REFUND is due ASAP.

On the 11/12/2020, I phoned Hollard again and spoke to Smangele at 10:14am, she said that the complaint is still with the complaint department and that they will call me. I asked that I do not want to be debited for December. She said that they have suspended any debit orders for my account. On the 11/12/2020 at 10:29am I sent an email to Devon Mouton Hollard Customer Manager in regards to the feedback of the bad service I have received from their consultants and I filled in the customer service survey. There was NO REPLY at all from Devon at all.

On the 17/12/2020 at 09:30am I spoke to Mbali (Reference: **********) to follow up on my refund and once again I got the same response that within 7 to 12 days I will get a call from the complaints department. It had been 14 working days and still no call. Mbali said she would put an urgent message on the system to expedite my case.

On the 22/12/2020, I spoke to Sheperd (Reference:**********) to follow up on y refund and Sheperd said I must send a certified copy of my ID, Bank statements showing the debit orders from Hollard PFS and on the email add my cellphone number and why I was sending the email. I asked Sheperd why is it that I had phoned 3 times before any consultant said that I had to send these documents to get my refund. Shepherd apologized and I said an apology is no good cause its been 14 days of waiting for my refund when I could have sent the documents on the 01/12/2020. I sent the email at 15:45 as per Sheperd's instructions to *********** and to *********** with the subject line on the email (Attention: Shepherd reference call: **********) Once email was sent with all the documents attached I phoned Hollard again (22/12/2020 at 16:28pm) to speak to Shepherd to double check he had received the email. Another consultant Teboho Makhure (reference: **********) said that he can't transfer me over to Shepherd and he will help me, so I explained my case and he said that the emails were down at that moment and that tomorrow morning (23/12/2020) at 09:00am they will check the emails and call me for sure. I did not receive 1 phone call at all from Hollard on the 23/12/2020 or any day after.

It has been 23 working days since I made my first call the 01/12/2020 to get my refund and there is NO REFUND in my account and NO COMMUNICATION at all from Hollard. Considering that I did not sign up for the policy and it is Hollard's mistake you would think that they would deal with this refund ASAP. The service is absolutely appalling and I would never never use Hollard in the future even if I had to.