Bad Service

Good day. My Liberty instalment did not go off in August. I was not informed of this by any means what so ever. On payday (end of August) I received a call from Liberty to only then inform me that they did not received a payment for August. They then asked how I want to pay the instalment. I ask if I can do it in two payments over two months. The lady informed me that they can’t do that as they have already loaded a double payment for end of August that will go off in 3days time. I ask her then, why she phoned me if they already decided on my behalf.

End of August a double payment went off my account and one was returned. At this time I did not know the payment was returned. Once again Liberty waited a full month before they tell me the payment did not go through. Once again I asked why they wait a full month before they let you know the payment was unsuccessful. The answer I get, was: We did communicate via E-mail” I then told her I don’t communicate via E-mail my instructions were the day I took this policy (Preferred way of communication: Phone) as I don’t check my e-mails every day.

Last week Tuesday I phoned the call centre, to find out why Octobers instalment did not go off. Just to be informed they have deleted me from their system. I asked then to speak to a manager. Someone else came on the line and explain to me that when a payment was unsuccessful the system removes the banking details automatically. I need to give them my banking details again to load it on the system.

I exploded and wanted an explanation to why NOBODY ever contacted me in connection with this and why do they wait until payday before someone calls you or informs you the payment was unsuccessful. I asked again to speak to a manager and was promised that one will phone me on Friday 05 October before 15h00 as I would be out of cell signal. Needless to say I am still waiting for them to phone me. Now I got a letter stating I need to pay the arrears or my policy will laps.

Why do I have to pay the arrears if they removed me from the system??? They better write back this payments and reinstate my policy due to their lack of communication