Urgent Request to Rectify Gap Cover Premium Discrepancy

I am writing to address a concerning issue regarding the premium for my gap cover policy. Recently, I received the welcome pack for the gap cover, and to my surprise, the monthly premium stated therein was R570, whereas I had clearly communicated my agreement to a monthly premium of R270.

A few days ago, during my interaction with one of your customer service agents, I explicitly mentioned my acceptance of the R270 premium rate, which I was initially given in December 2023. Despite this, the consultant failed to honour my request and proceeded to implement the debit order for the higher amount of R570 without my consent. This action was not conducted in good faith and is deeply concerning.

I have attached copies of my correspondence with your agent Ndivhuwo dated 24/01/2024, as well as previous communications with Ndivhuwo on 02/12/2024 and 09/01/2024, for your reference. These documents clearly outline my initial agreement and subsequent attempts to rectify the debit order issue.

Furthermore, I must express my dissatisfaction with the level of service provided by Ndivhuwo during this process. Not only was there a significant delay in her responses to my emails, but her assistance was also unhelpful and failed to address the core issue at hand. Ndivhuwo failed to communicate to me that the premium offered in December was part of a special promotion and would revert to the full premium afterwards.

In light of these circumstances, I kindly request your urgent intervention to rectify this matter. I insist on reinstating the agreed-upon monthly premium of R270 and expect appropriate measures to be taken to address the mishandling of this situation. Please acknowledge receipt of this email at your earliest convenience and provide a timeline for resolving this issue. Your prompt attention to this matter is greatly appreciated.