Pathetic customer service experience

If you want peace of mind, do not take up any additional policies with Innovation Group. I personally regret having done so.

I am very frustrated with this company, more especially taking their incompetence into account.

I took up two policies with Innovation group, one scratch and dent cover at R124.00 and one Tyre and Rim Cover at R206.00.

I then received communication from ABSA that they have received the necessary paperwork from them with respect to the Scratch and Dent cover and that my premium would increase by the R124.00.

To this day, I haven't received communication about the Tyre and Rim cover which I also took up on the same day. The debit order went off my account on the 1st of June 2023 with the additional R124.00 only.

Based on the terms of the policy, this means I currently have the scratch and dent cover policy only active however the Tyre and Rim is inactive as they had advised that my policies would be active only once the 1st premium is received.

Why was communication not sent to Absa for my Tyre and Rim policy as well? Why am I struggling like this to enjoy the benefits of this cover? As it stands, I have no cover and clearly simply because somebody didn't do their job.

I spoke to Mathapelo today and it was very unpleasant to deal with her, she couldn't assist me at all and advised me to contact Absa for feedback as she stated that everything had already been sent to Absa. I would like management to listen to the content of my conversation with Mathapelo and advise if that is in fact in line with the standard of customer service experience you subject your customers to.

I called the number *** today the 8th of June 2023 at 14h10. I was calling from mt cellphone ***, I would like the called pulled and listened to, then provide feedback if that was a great servicd experience.

Mathapelo sounded very condescending and quite confused, I also picked up a touch of sarcasm, and to tell you the truth I don't think I was deserving of that more especially as a client that is already being failed by Innovation Group.

I am really not please at all by the happenings surrounding the activation of my Tyre and Rim Cover.

Absa is blaming Innovation, and Innovation is in turn blaming Absa.

I've been calling about this problem since towards the end of may till today and it still hasn't been sorted out.

Can somebody please do his part in resolving my query.

I really do not recommend anybody to deal with Innovation about these types of covers at all. Rather go on google and search for any other provider either than Innovation group and I'm sure their customer service and experience is far better.

Please call me urgently with proper feedback.

Regards, Sonwabo