Urgent Complaint: Unauthorized Debit Order After Policy Cancellation

Dear ABSA Insurance Team,

I am extremely disappointed with the way my policy cancellation has been handled and am escalating this complaint publicly on Hello Peter due to your lack of responsiveness and unfair billing practices.

I first submitted my cancellation request on 6 February 2024 (Reference: C-***1) for my policy to terminate at the end of February. Despite this, I received no response. On 17 February, I had to call your offices after no action was taken, at which point the cancellation was finally captured.

However, last night, another unauthorized debit order went off my account. After being kept on hold for over 48 minutes, a consultant finally answered, only to provide an unacceptable and conflicting explanation—stating that ABSA Insurance collects in arrears. This is completely contradictory, as my first debit order was taken on 26 October for the full month ahead, immediately after my policy started on 25 October. Clearly, this does not align with the so-called "arrears collection" claim.

Your failure to process my cancellation in a timely manner and your unjustified debit order have caused unnecessary frustration and financial inconvenience. I demand:

An immediate refund of the unauthorized debit order. A written confirmation that my policy has been fully cancelled with no further deductions. Accountability for the poor customer service, lack of communication, and conflicting information provided by your team. Should this matter not be resolved urgently, I will escalate it further through ombudsman services and consumer protection bodies.

I expect a prompt response.