Poor service

On 11 March I emailed Idirect notifying of a change of address. I clearly wrote the new address. I received an automatic response stating my case would be processed soon with case number C-***1. No further responses.

On 23 March I phoned the call center to change my address. I went through the whole process. I clearly spelt the address. When my policy documents were finally mailed to me, the address is incorrect. The address in the mail and on the policy schedule do not even correspond.

On 25 March I phoned the call center again to correct the address. I was informed that with this new address my policy would be R40 cheaper than I was told on the 23rd. I clearly asked the lady to repeat the address back to me. She did. Policy documents arrived now via email and address is incorrect. The address on the policy does not even exist. The suburb stated does not exist. How do you assess my risk and provide a quote on an address that does not exist?

Furthermore ABSA states that if I provide incorrect information, my claims may be repudiated. What about the scenario where your agents do not record the address correctly?

I have now been given two different schedules, with two different premiums, and neither address is correct. Please refer to my original email, correct the address and provide me with the correct policy schedule and premium.

On the recording when you phone in, Idirect states that they are currently experiencing reduced service. Reduced service should not be poor service.