NON-EXISTENT CUSTOMER CARE!!!

I am livid with Old Mutaul ~ GAP COVER.

I have opted to take Gap Cover for my Medical Aid in October 2022.

On 19 October 2022 I received my WELCOME EMAIL which INCLUDED my policy document for the cover to start on 1 December 2022. I read through the document and HIGHLIGHTED VARIOUS ISSUES and ERRORS and IMMEDIATELY REPORTED everything.

I then received an AUTOMATED email that they have received my "Email" and stating... "Dear Sender, Thank you for contacting Old Mutual Gap. This is an automated response to confirm that we have received your email and will contact you within the next two working days.”

I have been waiteing to be CONTACTED BY ANYBODY regarding my QUERY since 19 October 2022. What can I say, the AFTER SALES of OLD MUTUAL is absolutely NON-EXISTENT!!!!!!!!!!!!!

They took my MONEY EVERY SINGLE MONTH UP TO MARCH 2023 ALREADY. BUT STILL NO CONTACT.

After FOUR MONTHS of being ignored, on 17 February 2023, I LOGGED a COMPLAINT via the website and received an email from the GS Enquiries Department with my reference number.

I then also SENT an email on 17 February 2023, to the Gap Cover Customer Care Department, the actual person that introduced me to this policy to be taken out as well as the actual consultant at Optivest that assisted me and arranged for the Gap Cover.

The lady that originally assisted me did reply and advised me on 20 February 2023, that she has "forwarded your enquiry to our Client Services Department where a consultant will be able to assist you" Neatless to say, I am still waiting for this person as well to actually contact me!!!!

On 20 February 2023, I received an email with a Ref number, from the Old Mutual Complaints department, stating the following... "Thank you for giving Old Mutual the opportunity to investigate your complaint. The complaints department will investigate your matter and provide you with feedback within 05 days. The contact details are: Complaints Iwyze {and the email address} If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator {with the email address}."

NEATLESS TO SAY AFTER THE 5 DAYS PASSED... ONCE AGAIN NO RESPONSE OR CONTACT WAS RECEIVED.

On 21 February 2023, I once again received the EXACT SAME WELCOME EMAIL AS WELL AS MY POLICY document, STILL WITH ALL THE ERRORS, NOTHING HAS BEEN CHANGED IN OVER FOUR MONTHS, since my FIRST email on 19 October 2022!!!!!!!

When I saw that NOTHING has been done, I IMMEDIATELY sent the email BELOW to the Iwyze Complaints department as well as the Gap Cover Customer Care department ~ I AM COMPLETELY, TOTALLY AND UTTERLY DUMBSTRUCK WITH THE “AFTER SALES SERVICE” THAT I HAVE RECEIVED SINCE INCEPTION AND THE FACT THAT NOBODY IS PREPARED TO TAKE RESPONSIBILITYAND SORT OUT THE ISSUE AND PROBLEM THAT I HAVE RAISED MORE THAN FOUR MONTHS AGO. I AM ATTACHING THE ORIGINAL WELCOME EMAIL THAT I RECEIVED ON 19 OCTOBER 2022 AND MY REPLY AND QUERY REGARDING THE DOCUMENT. AND TODAY, GUESS WHAT???? I ONCE AGAIN RECEIVED ANOTHER WELCOME EMAIL, AFTER 3 MONTHS OF PAYING FOR SAME, WITH A POLICY DOCUMENT ATTACHED AND LOW AND BEHOLD IT IS THE EXACT SAME POLICY DOCUMENT ONLY WITH A DIFFERENT DATE, WHICH IS DATED TODAY, 21 FEBRUARY 2023, WHICH I HAVE ALSO ATTACHED HERETO. IF THIS IS THE SERVICE AND TREATMENT THAT YOU, AS PROFESSIONALS PROVIDE TO YOUR CLIENTS, TAKING MORE THAN FOUR MONTHS TO EVEN BOTHER TO REPLY AND ONLY AFTER ME RAISING A COMPLAINT AND STILL NOT EVEN THE DECENCY OF A CALL AND NOTHING SORTED OUT, I AM NOT GOING WAIT ANY LONGER TO SEE WHAT WOULD HAPPEN THE DAY I NEED TO CLAIM AGAINST THIS POLICY. I NEED YOU TO CANCEL THIS POLICY WITH IMMEDIATE EFFECT AND REFUND ALL PREMIUMS YOU HAVE DEBITED FROM MY ACCOUNT UP AND TILL NOW AND THAT NO FURTHER PAYEMTNS ARE TO BE DEBITED TO MY ACCOUNT AND I REQUIRE WRITTEN CONFIRMATION THAT THIS HAS BEEN DONE!!!!! I AM TAKING MY BUSINESS ELSEWHERE!!!!!!!!!" I ONLY received {ONCE AGAIN} an AUTOMATED email from the Gap Cover Cutomer Care department, with the same content that I will be CONTACTED WITHIN 2 DAYS... NOTHING happened.

Yesterday, 1 March 2023, I HAVE HAD ENOUGH AFTER THEY ONCE AGAIN my account was DEBITED with the PREMIUM, SO I sent the following email to the INTERNAL ARBITRATOR, Iwyze COMPLAITS as well as the Gap Cover Customer Care departments.... "YET ANOTHER WEEK HAS PASSED AFTER RECEIVING ANOTHER AUTOMATED RESPONSE WITH… “Dear Sender, Thank you for contacting Old Mutual Gap. This is an automated response to confirm that we have received your email and will contact you within the next two working days.” AND ONCE AGAIN I HAVE HAD NO RESPONSE OR REPLY. WITHIN THE NEXT TWO WORKING DAYS. IT NOW SEEMS THAT THE ONLY WAY I WILL BE TAKEN SERIOUSLY, IS FOR ME TO REPORT THIS TO THE INTERNAL ARBITRATOR!!!! LET’S SEE HOW THIS NOW TAKES BEFORE ANY ACTION, BECAUSE ONCE AGAIN MONEY WAS DEBITED TO MY BANMK ACCOUNT AFTER I EXPLISITLY REQUESTED THAT THIS SO-CALLED POLICY BE CANCELLED!!!!!!!"

I once again received the EXACT SAME AUTOMATED email as well as an email as per below from the Internal Arbitrator with MY UNIQUE reference number: "Dear Sender Thank you for your e-mail addressed to the Office of Internal Arbitration. This is an automated response, acknowledging receipt of your correspondence. Your unique reference number is ----. To start our investigation, kindly provide us with your contact number, your identity number and the policy number to which your complaint relates. If you have supp**** this already, please ignore this request. Should this be your first contact with our office, you can expect to receive a response within 20 working days from the date on which you have provided us with all of the required information. For matters previously referred to, and dealt with by us, a time-line of 10 working days will apply. If you have not received a response within the respective time-frames, please contact us directly on the details below, quoting your reference number. Your sincerely Office of Internal Arbitration"

LOW AND BEHOLD, today, 2 March 2023, I received an email from the Gap Cover departmnent with an attachment advising me of the following... "Notice of Cancellation eff @ 1 April 2023" and ABSOLUTELY NO INDICATION of when I expect my REFUND. SO, I o9nce again sent an email to the Iternal Arbitrator as well as the Gap Cover Customer Care department advising them to "Please refer to my actual complaint sent and CONFIRM when I can expect my FULL REFUND of ALL premiums paid."

So NOW the WAITING GAME once again STARTS!!!!!