Unresolved Premium Discrepancy, Incorrect Debit and DebiCheck Mandate

FORMAL COMPLAINT – UNRESOLVED PREMIUM DISCREPANCY, INCORRECT DEBIT AND DEBICHECK MANDATE

I wish to formally lodge a complaint regarding the continued failure to resolve my premium discrepancy and DebiCheck mandate issue, despite numerous follow-ups and attempts to obtain assistance.

I initially raised the matter with Sibusiso on 27 July 2026, who escalated the premium discrepancy for investigation. I subsequently followed up on 30 July 2026 and spoke to Noluvuyo. During this interaction, I was kept on hold for more than 30 minutes, but the matter remained unresolved. I was advised that the issue would be addressed and that I would receive a notification to accept the new DebiCheck mandate. However, no such notification was received.

I also raised the fact that the premium being charged was not consistent with the premium originally quoted to me. Despite this, an incorrect debit was subsequently processed against my account. I reversed the debit because the amount deducted did not correspond with the premium that had originally been quoted and communicated to me.

I continued to follow up on the matter. On 24 August 2026, I again contacted Personal Lines Digital and requested confirmation of the premium that would be deducted at the end of August, as well as amendments to my policy, including changing the finance house to Imas Finance and receiving an updated policy schedule and confirmation of cover. At that stage, I had still not received satisfactory feedback regarding the premium discrepancy.

I subsequently spoke to Clifford on 25 August 2026 and again to Tsireletso on 28 August 2026 in an effort to have the matter resolved. Despite these further engagements, the issue remains unresolved.

This is now a matter that has been outstanding for an unreasonable period and has required repeated follow-ups from my side. I am concerned that, despite repeatedly bringing the discrepancy to your attention, the matter has not been resolved and I have not received clear confirmation of the correct premium, the status of the DebiCheck mandate, or assurance that future debits will be processed correctly.

From a Treating Customers Fairly (TCF) perspective, I believe I am entitled to receive clear, accurate and consistent information regarding the premium applicable to my policy. Any debit order should correspond with the agreed premium and valid mandate, and queries should be handled and resolved within a reasonable timeframe.

The repeated follow-ups, prolonged delays and continued uncer*****y regarding the premium and debit order have caused unnecessary inconvenience and raise concerns regarding whether I have been treated fairly and consistently throughout this process.

I therefore request that the following be urgently addressed:

Confirm the correct premium applicable to my policy, including an explanation for the discrepancy between the premium originally quoted and the amount subsequently communicated or deducted. Confirm the status of the DebiCheck mandate and arrange for the correct mandate notification to be issued, if this remains outstanding. Confirm whether any further debit will be processed against my account and the exact amount that will be deducted. Investigate and explain the incorrect debit that was processed against my account. Provide me with the updated policy schedule and confirmation of cover, reflecting the requested amendment to the finance house to Imas Finance and any other agreed amendments. Confirm whether any amount is owing or refundable as a result of the incorrect premium/debit. Provide a clear resolution and timeframe for finalising the matter.

Given the number of interactions and follow-ups since 27 July 2026, I believe this matter should now be treated as a formal complaint and escalated to the appropriate complaints/escalation team for urgent resolution.

If this matter falls outside the responsibility of the team currently handling it, please provide me with the appropriate escalation process, relevant contact details and complaint reference number so that I can ensure that the matter is directed to the correct department without further delay.

I would appreciate a written response addressing each of the above points and confirming the steps that will be taken to resolve the matter.

I trust that the matter will now receive the necessary attention and that a fair and satisfactory resolution will be provided without further delay.