Urgent Complaint Regarding Incorrect Handling of Insurance Policies and Pending Refund

Dear Sir/Madam,

I am writing to formally express my deep dissatisfaction with the management of my insurance policies with Absa Bank. Despite multiple attempts to resolve this issue, I am still facing significant problems with policy cancellations and refunds.

Policy Details:

Policy Number: ***Policy Holder: PS Smit & TA Joubert Active Period: 6 November 2023 – 6 November 2024 Status: Fully paid for the year

This policy was supposed to be canceled upon the activation of a new policy (Policy Number ***) on 23 May 2024. I contacted Nonhlanhla Madze on 26 July 2024, who informed me that I needed to provide my banking details to process a refund. As the policy was paid in full, a refund for the period from 23 May 2024 to 6 November 2024 should be issued. Despite this, no action has been taken, and I am still waiting for the refund.

Policy Number: ***Activation Date: 23 May 2024 Status: Active

Policy Number: ***Status: Recently activated Issue: A new monthly policy has been activated, which means I will be paying double premiums by the end of August 2024—one for Policy ***and another for Policy ***.

Description of the Issue: Despite numerous calls to your call center and the provision of requested information, there has been no resolution. I am being charged for multiple policies simultaneously, which is both incorrect and unjust. I am still awaiting a refund for Policy Number ***, which I overpaid for the period between 23 May 2024 and 6 November 2024.

Desired Resolution:

Immediate cancellation of Policy Number ***and a refund for the period from 23 May 2024 to 6 November 2024. Confirmation of the cancellation of Policy Number ***and a written explanation of the refund process. Ensure that there are no duplicate charges, and adjust the premiums for the active policies to reflect the correct amounts moving forward. Enclosed are copies of relevant documents, including correspondence with your call center and policy statements.

I expect a prompt and satisfactory resolution to this matter by COB today.

Thank you for your immediate attention to this urgent matter.

Yours sincerely,

Tanya