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Dikeledi M

1 reviews | Active since Dec 2023

14 Feb 2024, 08:53

Paid for Funeral cover that I didn't agree to for almost 2years

2years ago went to Carlton Centre Pep, I was approached by one of those Hollard and I have a serious problem or complaint against PEP, Hollard and IUA including the sales rep who signs customers for Hollard insurance/policy. I don't remember the name of the lady who was assisting me on that day, I told her I don't need any funeral cover because I have it unless I open the policy for my Pastor since she is not working. That lady agreed to open the account and I paid R55. On the 25th January 2024 I made payment as usually via my Capitec app but the money was reversed I had to call to find out what is the problem, guess what ,there account or policy I have been paying for my Pastor all along it was under my name and my Pastor was my beneficiary ,how come I didn't agree to that and I didn't give a permission to anyone to make my Pastor my beneficiary, I opened a policy for her but it turns out whoever who was assisting me opened the policy under wrong information, just imagine if my Pastor passed away and I come to claim it turns out she is my beneficiary? All I want is for something like this not to happen to anyone else again , I have been paying for something that I didn't agree to ,if it wasn't for the money bouncing back I wasn't gonna know what's happening . I went to the store as I was advised on 02/02/2024 and they told me they cannot assist because I don't have the name of the person who assisted me the send an email to complains IUA their respond was terrible, they showed me some information some screenshot and I responded to them that I didn't agree to that, I am really disappointed how they handled everything because even the email addresses they gave me to escalate the complain they don't work, they bounce back, what a terrible service ever they can just cancel it because no need for it ,the could have at least suggested that how about we change the information that is there and put the correct one

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Replies (2)
IUA Business Solutions
IUA Business Solutions's reply14 Feb 2024, 09:08
Official
Dear Dikeledi Mohapi

 We acknowledge receipt of your comments above. We are sorry to hear of your dissatisfaction. 
  
 Please note that the matter has been redirected to the relevant department, who will be in contact with you shortly.
  
  Kind Regards 
  IUA COMPLAINTS TEAM 
DM
Dikeledi M's update14 Feb 2024, 16:02
Reviewer Update
I fail to understand why you keep on telling me same thing instead of coming with the solution and I keep on telling you same thing like on the email you just send" the reason why I went to Hello Peter is because what you are explaining now on my email its same thing when I raise the complain it was explained and those emails you are saying I must escalate my complain they are not going through and I am saying again when I took the Policy I was given a pamphlet and the receipt showing the 1st payment only and the person who was assisting me was holding a tablet ,I couldn't see what they were selecting and that cover condition you highlighted I've never seen it, I took the policy that was it from there I only receive SMS reminding me of the payment, do you think if I had something on paper written down I wasn't gonna go back to the store and cancel it? Clearly there was nothing, that's now why I keep on trying all levels to be heard but it seems like you don't want to understand my story . Teach your Reps to explain full details to customer not to be after making a sale and that's it to avoid such things, because I use to have Avbob and I was paying for someone why on your side its different and why they don't explained that its impossible to take funeral policy for someone? If you check on your system when I called, I called 3times using 087 number I was told that what I the full name of my beneficiary because its only the surname, you will see that it was changed when I give them the correct information and they asked me do I need to cancel I was like not yet let you can go listen to your calls they are recorded, surely there is a system where you can check with my cell number or ID number regarding my complain but the its fine clearly you are not going to help, just cancel it.