Hollard Service gone bad

I am Fakazile Portia Dlamini, ID ********** 148080,on Thursday of the 29th March 2018,I telephonically contacted Hollard on the 0800 number in the effort of seeking assistance on enquiring on behalf of my aunt's policy No ********** which I'm advised by her to be on the old system of Hollard and it is a funeral plan. I'm enquiring on her behalf since she lost her job and I took over the payments for her premiums monthly which is being deducted every 15th of the month since August 2017.

It came to my surprise for her to forward an SMS from Hollard that was forwarded to her mobile phone stating that this said policy has lapsed and she must contact Hollard urgently,which I did on Thursday 29 March 2018 and was informed that the policy number could not be detected on any systems of Hollard.

What made matters worse is for the agents to insist that I furnish proof by emailing my bank statement to another random agent that has no background of this enquiry that is the first point.Secondly the manner in which I was addressed is not only unprofessional but portrays incompetency and to some degree elements of derogatory insinuations that I am can waste more than R90 worth of my airtime enquiring on a policy that does not exist.

Thirdly I have thus far tried on Wednesday the 4th April to followup only to be telephonically informed that under the I'D No reflects a policy that elapsed in 2016,so where has my money been going that has been deducted for the past seven months from my bank account that is a double amount from of R274.53 (subsequently R549.06 monthly).Furthermore i've been promised to be called back and the day ended with no decency to inform me on a way forward.

Furthermore,the level of incompetency of the agents at Hollard's call centres for interpersonal and communication s****s if not batho pele principles is non existent.It is totally unacceptable to run a business in this manner and having to be treated in this demeaning manner as a paying client.