PATHETIC SERVICE

Good day,

I have sent a complaint to your ********** e-mail address on 15/10/2018. No response was received. I sent a follow up e-mail on 18/10/2018. Still no response was received. Maybe if I add my complaint here, someone will have the decency to phone me.

Please see below information/detail:-

I received a call from one of your offices on 09/10/2018. The tel nr: the call came from was – **********

The man who phoned me informed me that my daughter who turned 21 in January was no longer covered on my policy. When I asked him to put it in writing he said that he did not know how to put it in writing and then further pretended as if he could not hear me after requesting he put in in writing and then he just dropped the call. I tried to phone the number again but the number was just ringing.

I then found out (from Katzane on tel nr: ********** ) that the person using the number - ********** , is a Regional Manager by the name of Mhlome Letseleha. When I asked to speak to him he was apparently not available.

I then phoned your customer care - ***, and spoke to Vokamuso. I asked him to please check when my son and daughter’s benefit expires. He confirmed that my daughter's expire on 31/01/2022 and my son on 30/09/2023. I also asked him to send me a policy so I could see this. I have received the policy which confirmed what Vokamuso had said. I also asked Vokamuso if I decide to take out the same policy for my daughter if there will be a waiting period for her seeing that she has been a member since 2001. He confirmed about 3 x times that there will be NO waiting period.

On 18/10/2018 I decided to phone your customer care again ***. I must say that had I known that I would have to start my morning like this, I would not have phoned.

I spoke to Dillon. I asked him to speak to someone who would be able to assist me as I now wanted to add my daughter as an adult (whether it was on my current policy or a new policy). I wanted to make sure and double checked with him if there will be a waiting period for her. He said that there will be a waiting period??????

I asked him again and he confirmed again that there will be a waiting period. I told him what Vokamuso said, that there will be NO waiting period and I insisted on speaking to a manager. He told me that he will call his team leader, but I insisted on speaking to a manager. He said that his manager was in a meeting with business stuff…….I mean really. So when you pay every month there is no problem taking the debit order, but when you have a problem ……tough to you as a client….wow!!!!!

A lady came to the phone by the name of Claudette, who said she was a team leader, who was also not helpful at all. She also just went on to say my daughter is no longer covered as she had already turned 21 and she will make a note on the system that she informed me of this even though the policy terms state that she will be covered till age 25 if she is studying. I asked her if I can not leave my daughter on my policy as is, and then just take out a new policy for her.

Needless to say I got NO HELP????????

I also wanted to add the children’s id numbers as I see it was not updated but was just tooooooo frustrated with your unhelpful staff that I ended up not doing this.

I am now asking that a MANAGER please phone me. I am NOT prepared to speak to a consultant or a team leader as they clearly do not speak / tell the same story.

I await your URGENT response.