Kaelo is falsifying client statements in an attempt to swindle clients of larger amounts upon policy cancellation!

Dear Demi/Kaelo,

I fail to understand why Kaelo wants to charge me for a supposed failed payment of January 2023. I have been a member of the Dischem heath insurance since end of 2022 and I never missed a single payment since inception. Why did you wait a whole year before charging me for the alleged missed payment? Please provide me with the detailed transaction history of my account as, I feel your business is using ***** tactics to over charge clients that want to terminate their contracts with you.

It is suspicious that you would have conveniently waited for my termination requested to raise an alleged failed payment, yet you covered several claims without making any mention of a failed payment. I am well aware of my consumer rights and refuse to have your business trample all over them. Moreover, I work with fact therefore please provide me with the details transaction history of my account. You requested a transaction history, yet O provided you with my bank statement in my email to your business. In your email you continue to contradict yourselves as you mentioned to e below:

“Kindly note that your policy termination was backdated to the 31/12/2023 as per your transaction history on your file , it shows that there were two premiums that returned as unpaid.

Please note that premiums are debited one month in advance and the las premium we received on system was the November Premium for December. The collected premium in January 2024 was supposed to be debited in December and Failed. Same for the premium debited in January 2024”

The December premium was indeed unpaid, which means I only owe 1 premium. Where does the premium of 29/01/2023 suddenly come from? In addition, if you terminated my policy on 31/12/2023, why would you be collecting 2 premiums in January 2024? The inertia in dealing with this matter appropriately is shocking and the contradictions in your emails are even more pathetic! If your business is financial trouble, don’t make it the clients problem when they wish to terminate their contracts with you. You should be asking yourselves why clients are leaving, rather than trying to ***** money from them!

I will continue to write reviews about your ***** business practices to forewarn any new clients about your ************ business practices. I am also more than happy to escalate this to the Ombudsman if you fail to provide me with the proof of your unfounded allegations because it is clear you applying swindling attempts against me. You have my proof of payment for end November, so what more do you want. Send me your details proof!! I will not be silenced by your bullying or ************. Try people that don’t know their consumer rights. You messing with the wrong one!

Kind regards,
Lerato Sam

Dear Kaelo billing team,

I cannot keep sending you my proof yet, you failing to provide me with your proof of “non-payment for January 2023”.

My proof is factual and will not change, as per the below screenshot provided to your team last week. I’ve repeatedly asked you for your proof but you keep wanting more information from me. Where’s your proof? Or are you trying to fabricate a false statement/record of my payment history or yet another false accusation?

It is clear that you are trying to exploit me and I am prepared to take this to the Ombudsman as you are in contravention of my consumer rights, by failing to provide me with truthful information. Perhaps you are used to dealing with consumers that aren’t clued up about their rights. I deal with facts and I know my rights. It is the last time that I am asking you to provide me with the record that reflects non-payment for January 2023. According to my records, I ONLY owe you 1 premium who in was missed in December 2023. Prove to me where the additional 1 month premium has suddenly come from!!!!

The inertia and lack of information to your clients is appalling!!

Kabelo Team have closed my complaint although they have DISMALLY FAILED to provide me as a consumer with the information I requested from them, regarding the additional premium with I have been charged yet I only owe ONE premium. The company has successfully dodged my requests for factual proof for the outstanding amount that they are charging me. Instead, they’ve been passing my case from pilar to post and from one pathetic billing consultant/manager to the next. Needless to say, nothing has been resolved and Kaelo has proven to be a business that blatantly disregards consumer rights and boldly abuses its clients when they ask for information and clarity on billing that is falsified.

Please note that since you are consumer rights bullies and you have failed to provide truthful information on the additional costs on my bill, I will ONLY be paying the ONE premium that I owe and NOT two!! In addition, I have lodged a complaint against you with the Ombudsman for infringement of consumer rights and manipulation of client accounts.

Your below response and closing the complaint neither addresses the key issues I raised, nor clarifies the manipulation of my account.

On Tue, 06 Feb 2024 at 09:30, Primecure Escalations <***> wrote: