Undesireable practise

<p>I have a rim and tyre policy with Innovations group policy number BTD ********** , In April my car was involved in an accident and it got written off as a result i called Innovations to cancel the policy as it was no longer required after the call was given the following reference number GWH-131641 and advised that the policy would be cancelled in 21 working days.</p> <p> </p> <p>On day 15 i called in to check if the policy has been cancelled but to my surprise the policy was still active and the agent was adamant that it takes 21days and those days were not over yet but my concern was that the May debit would go off but the agent advised me to reverse the transaction which i never did.</p> <p> After 21days i called in again to check and the policy was still active, i sourced for a reason why however i couldnt get any help service as the agent had no idea why the policy was still active or even how to handle that but promised to investigate and call me back which they never did.</p> <p> </p> <p>I called again 2nd week of June policy is still active and they agent advised that its because there is a claim which was lodged against the policy in February which has not been paid out to date and that is the reason why policy can't be cancelled. She promised to escalate the matter and come back to me again there was never any contact. I dont understand why as a client i should be projuduced because of internal processes i was advised policy would be cancelled in 21days however that never happened which is a breach of promise/agreement.</p> <p> </p> <p>On Monday i called again spoke to a gentleman by the name of Aldrid Jaars he advised policy was still active and it cannot be cancelled due to the same reason i was given by the previous agent, Aldrid promised to escalate the matter and come back to me but i was tired of that answer and told him im not getting off this phone until matter is resolved: He bacame very defensive and not willing.</p> <p> </p> <p>I am very dissapointed in the manner this was handled and would definetly not advise anyone to do business with innovation, I work for Nedbank/MFC and usually refer most of my clients to Innovations if they require value adds however this experience has totally changed how i feel and will definetly never recomend anyone to them and i will definetely make sure its brought to our superiors attention when we have our meetings.</p>