Complaint.

Name : Siyanda Contact number: **********

Before posting this complaint,I called Legal wise and i was advised that all complaints need to directed to Legal wise.

Complaint

On the 25th of August 2018, I realized that there was a certain unauthorized amount that was being taken from my Bank account. With the help of my Banker,We identified the the source of the debit order and I then went on to contact your call Center to find out why there were taking money from my account

I was advised by Thando that a ********** document was submitted on my behalf to activate the policy.He confirmed that he had reviewed the document and it had not been completed correctly( the relevant signatures where not present on the document).

He advised my that an agent by the name of Sandile Mbalweni had logged this policy **********ly on my behalf. He then promised to close the policy and re-reimburse me for any premiums taken and any fees incurred.

To date I have made several calls to your call center,I have spoke to someone claiming to be Thandos manager and the branch manager who promised to call me back on numerous occasions but then did not fulfill that promise.

One of the reasons that was given to me by Lerato(Thandos Manager) for not calling as per the agreement was that she forgot and was busy with other stuff.

It has been a full month since my first contact with your call center to rectify non scene and ********** activities carried out by one of your stuff member, I have made more than 6 calls to try and get assistance and have been given empty promises, non of the people who assured me they would call me back and resolve this issue have carried out their commitment and the level of customer service that i have received is disgusting .

Expected outcome

1.I want to see a copy of the policy that was submitted on my behalf. 2.I want a call from Thando to explain why it has been a month since I first spoke to him but this matter is not yet resolved. 3.I want a call from lerato ( thando's Manager and branch manager) to explain why such service is allowed to continue even after she was made aware of it. 4.I want an explanation in writing from lerato why she as a manager failed to resolve the matter even after she guaranteed that she would take it over from thando 5.I want an explanation from lerato in writing regarding her failure to return a simple phone call that she had assured me she would return. 6.I want an explanation from Lerato in writing why she would not let me speak to the person she reports to. 7.I want assurance in writing that such an incident will never happen again. 8.Lastly.....I want an explanation from lifewise why ********** documents are being captured and debit orders being processed when the document is clearly not completed correctly.