Senior Citizen Unfairly treated

<p>· My Mother initially had an account with Sales House, she was with Sales House since the 80’s and 90’s and she had a funeral cover with them, and she has been paying that policy ever since. She continued paying with the Sales House card, even after the conversion or transformation from Sales House to Jet, but even then she was able to pay with the account at Jet or Edgars respectively, the consultants kept suggesting that she needs to change the old one.</p> <p> </p> <p>· Whilst she was in the process of getting the new card, unfortunately the old Sales House card was lost and she never got a new one. She was given a run around every time, finally she was issued with the jet store card and she continued paying with it. Because she was solely paying for the cover, and every once in a while she would buy with it at Boardmans or Edgars, but she never skipped a payment her funeral cover was always paid, but because she was no more regular with purchasing from Jet, she was only paying for the cover, she never received mail from Jet anymore.</p> <p> </p> <p>· My mother misplaced her card but she re**** on the old correspondence mail, because apparently the account number was written on the letter. She kept on paying with the old correspondence mail, you can imagine my mother was now in her 70’s and she kept paying this way. Until she again lost the one thing she re**** on that has the account number on it, she reported this but she was always given a run around, but she never stopped paying she kept on paying for the cover, at times when they punched in her ID number they will tell her they can’t pick up anything, until one day when she was at the store someone was kind enough to call the Head Office and they wrote the account number down for her.</p> <p> </p> <p>· Even right there and then it wasn’t rocket science she was supposed to be issued with a new card. I suppose no one was willing to do that for her either. My Mother was an old citizen and was unfairly treated. As annoying as this was my mother just felt enough was enough, because she kept on paying for the account with the paper but she was never really issued a card, until last year around June she went to Jet Jabulani and she kept explaining herself, and they called the call centre and they will be sent from pillar to post with no success. They will tell her to come back to check the progress of the account and everytime when she get there, she will find someone else, who never knew the history of the account, and will have to start from stretch with the explaining and the call centre being called again, but nothing fruitful will come out of it.</p> <p> </p> <p>· Last year around August when my mother was 75 she was diagnosed with cancer and the cancer was so aggressive and it was in a very advanced stage. Around October last year I accompanied her to Jet Jabulani, and because she already started with chemo she was really weak and couldn’t walk properly, literally a walking corpse, and she couldn’t even escape the ugly stares, even then I couldn’t protect her, I felt that she was being deliberately degraded and humiliated, because those nasty stares would have been avoided if someone took responsibility. Despite all of that when we got to Jet Jabulani, there was a nice friendly lady who served her the last time she was there, so she knew the history of the account. Same procedure again the call centre was called, we waited for an hour and she asked that if my mom is still sick I can come back to collect the card on her behalf, because she saw me then my mother will append her signature at the back of the card. Unfortunately my mom was too weak, she asked me to on her behalf to check for the status of the account, I went there around December last year, I was fortunate to find the same lady, and she assisted me in the best way she knew how. I paid for the outstanding amount and she indeed gave me my mom’s card, but something was puzzling with this account her old information was linked to the new card, but the funeral cover was not appearing on the new account. I asked her what she was paying for if the funeral cover doesn’t appear. She suggested I come back with my mother for security reasons, when asking those questions she needs to be around as she will take it upon herself to call the call centre. She told me that some information can only be divulged to customers only.</p> <p> </p> <p>· The last payment was in December 2016 last year, sadly my mother passed away on the 21st of February 2017, I went back to the store to close off the account, and they picked up she picked up the policy, the lady suggested I bring the required documents, when she ran the account it was owing and I paid the outstanding amount on the 17th of March 2017, and on the 20th I gave them the outstanding doc’s. I received an sms on the 20th from Hollard with the number to quote.</p> <p> </p> <p>· I called them today on the 22nd and I spoke to Olivia she told me there’s nothing she can do to process the account, since the last payment was in December, when I tried to argue my case she suggested I called the Jet Head Office, I can only take it up with them, another run around if you ask me. I am very appalled and perplexed in all of this, my mother was sick and dying, and she was never treated right. Because if on the linked card the policy was appearing I would have gladly continued paying, but unfortunately I was sent back, because when I asked what was she paying for then, because the funeral cover wasn’t appearing on the new card, they insisted I bring my mother back to the store as they couldn’t give out that information to me.</p> <p> </p> <p>· My mother paid all these years for this account, now who’s to blame in this situation. Who in their right mind can pay for something that’s not even appearing on the system? If this is how you treat senior citizens, who are dying or in their sick beds I’m lost for words, who does that? because to me it now appears as if this is a blood sucking scheme. I strongly feel that my mother was deliberately degraded, disrespected, unfairly treated and humiliated.</p> <p> </p> <p>From Pauline (daughter of the deceased)</p> <p> </p>