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VH
Vincent H

1 reviews | Active since Aug 2011

04 Nov 2024, 08:59

Don't give them your banking details

I purchased this policy through Innovation Group after acquiring a vehicle from We Buy Cars. However, as per the policy’s terms and conditions, I initiated a formal cancellation when I sold the vehicle shortly thereafter. I submitted my cancellation request in writing, which was acknowledged by Innovation Group on September 19, 2023.

To my shock, I have discovered that, despite confirmation of my cancellation request, debits for the now-cancelled policy have continued up to the present date. This oversight has caused both financial inconvenience and frustration, as I trusted Innovation Group to handle my account professionally.

Given this, I am formally requesting:

Immediate cessation of all debits associated with this cancelled policy. A full refund of all unauthorized charges from September 19, 2023, onwards. If these actions are not resolved promptly, I am prepared to escalate this complaint to the Office of the Ombud for Financial Services Providers. As a customer, I should not have to endure unauthorized charges and disregard for documented cancellation requests, which reflects poorly on Innovation Group’s brand and reliability.

0
Replies (2)
Innovation Group
Innovation Group's reply04 Nov 2024, 15:17
Official
Dear Vincent van Huizen
 
We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof.
 
Your complaint has been escalated to a member of our Customer Service Team for investigation and we endeavor to provide feedback in a timeous manner. Should we experience any delays during the investigation of your complaint, our Customer Service consultant will keep you adequately informed regarding the progress of your complaint either telephonically or via email.
 
Best Regards
Innovation Group Customer Services Team 


VH
Vincent H's update05 Nov 2024, 12:35
Reviewer Update
Ok this is now already 30 hours past on basically received an email confirming the same comment as above, no phone call or update. So the time it takes them to investigate what went wrong on their side they just let the customer hang. I have another product with Innovation group on a vehicle bought through ABSA, so my next step is raising it with the bank as to how do they allow this group to sell products under the brand off ABSA. I wonder if ABSA have ever looked at how many complaints is loaded. I would also like to understand from PASSA how are they allowed to take money out of banks if the product has been cancelled. If I have not received feedback by COB today I will log a formal dispute with PASSA and the banking Ombud because I can remember also loading a stop payment but Innovation then changed the amount for it to be deducted. Will draft the complaint so long.