TC-MDK*** - TICKET ID: 941410 - DISGUSTING CUSTOMER SERVICE!

I am utterly disgusted in the absolutely poor service I have received from Insurance Busters. To supposedly be there for the client in times of need, pssshhh fat joke that is!! I was retrenched in June 2020, and submitted all my documents to claim for my debt review on the 30th June 2020, to be covered. In about the 2nd week of July, I emailed Insurance busters to find out what was happening as I did not receive any feedback from them as yet. I got an automated email saying they are backlogged but they will get back to me ASAP. Well it was about 3 days later I decided to phone them as I still had not had any response nor feedback from them. I phoned in and the consultant told me the original guy who I was dealing with (who I had submitted my claim to) had left that department - needless to say NO-ONE ADVISED ME OF THIS!. I then asked the consultant if she could please then put me through to someone who would be able to help me. She advised that the new consultant that took over my case was a guy by the name of Conscience and that he was currently busy with a client that he would pone me back. I then received an email that afternoon from Conscience introducing himself to me saying he would be my new dedicated consultant going forward, and that I needed to send some other documentation to him and advised my UI19 was not stamped by the company I needed to get it stamped. I did send him the info as well as advised that the company I worked for did not have a company stamp, and what would I need to do. Once again I waited almost 5 days before phoning him again to ask what on earth was happening was my UI19 confirmed or not. The consultant I got hold of once again told me sorry mam he is busy he will phone you back. This seems to be his style of doing this. Make you feel like you are of no importance. Conscience then phoned me about 10 minutes later (obviously the previous consultant had advised I was quite ticked off), he advised they had got hold of our HR lady and that he would need to find out if his colleague got all the info from her, and would phone me back to advise if everything was in order. Once again I had to wait and wait until I phoned again, only to get the same story that he was busy he would phone me back. I then received an email on the 23rd July 2020 from him, advising my claim had been processed and it was approved on the 22nd July 2020, he has requested payment accordingly and would send me proof of payment once it had been paid. I then rep**** asking how the process works now that it was approved, do they pay Hyphen directly or do they pay it into my account and then the debit order will go off as per normal. Once again NO RESPONSE!!!!!! Then yesterday I decided to phone him again as I received an sms saying my debit order was going to go off on the 30th as Instructed by Debt busters. Once again he was busy. I then phoned the finance department of DEBT BUSTERS to ask if the debit order was still on my account as it was now going to be paid by INSURANCE BUSTERS (this I am sure is what the Insurance Busters consultant should have done) The consultant advised the debit order was still on my account and it had already started tracking. I told her that I had a claim through the insurance and it should not go off my account. I read the email to her from him advising my claim was accepted etc, she advised that I should not worry as if I received that then all was in order they may have just forgotten to take the debit order off my account. I asked her what happens when it bounces or if money gets put into my account and it takes it off, how would I get reimbursed, she said she was not able to advise but she will try put me through to Conscience once again or speak to him to get him to phone me back. HAH what a surprise he was busy yet again and would phone me back yet again!! Needless to say I have only spoken to this man maybe 3 times during this whole incident. He advised the lady he would phone me back by yesterday 3pm, I told her well he better as this is now getting serious tomorrow is the 30th and I know that's the date the debit order goes off and if it goes off my account there are going to be issues. I then decided I would send him a mail to advise I had tried to phone him and that it was crunch time now, also advising him of the sms I received as well as that he still did not reply to my previous email regarding how payment works and now I am getting sms's saying when the debit order was going off. I also advised him to please respond. WOW what a surprise, still no response. Can a person be so busy that you cant even reply to a mail even if you just answer yes we pay directly. I had to find this out via a Debt Busters consultant that Insurance Busters pay Hyphen directly!! Why could he not just email that to me!!! Then what puts the cherry on top of this stress ball is that this evening the damn debit order went off! This was money my mother paid into my account for groceries so that I can feed my family! When will I get this money back now! I am retrenched I do not have a job, now you take money due to incompetence and putting families back by days. What sort of service is this, but let me guess you guys are like any other insurance firm, whereby you reward your consultants to decline or delay payouts! Why did I have to do all the hard work of following up and following up. Oh and then the excuse every time was, we are backlogged due to covid 19 and many requests. I am so sick and tired of hearing "oh its due to covid", no its not due to Covid, its due to incompetence and using you abusing your power of being in control of my situation and due to the fact that I am a female.! This is unacceptable, as well as poor service. I thought my stress would be alleviated a bit due to having this cover in case I ever got retrenched to know that my debt will be covered and my creditors would be sorted. WOW look where I sit, I m the one doing all the admin work, the work the consultant is supposed to be doing!

Maybe take a few lessons from DEBT BUSTERS and actually keep your clients happy and up to date with what is happening, even during COVID!!

I cannot reverse the debit order as it is a mandate, therefore I require you to reverse this debit order WITH IMMEDIATE EFFECT. I am so utterly disgusted with this. I already have so much stress due to trying to find finances to support my family, and then at the last minute I must be faced with this!

I also request a new consultant to take over my case, I do not need another story in my ear of how sorry Conscience is and how stretched he is with the influx of loss of income claims due to the pandemic. I want someone who is actually willing to help me!!