1 reviews | Active since Jun 2016
Please refund all my premiums paid
<p>I went throught the terms and conditions of my policy that I have with you for the last 2 years and was relieved that I will be assisted with a discount on transfer costs: 60% it stated. I chatted with a consultant and she assured me that I will be contacted shortly . A guy called me the following day and confirmed my request. The following day he called and confirmed the same query, that was when I got alarm bells ringing - what is happening ? The following day a lady called and this time she informed me that she is referring my query to the nearest supplier and everything will be sorted asap. 3 days later I received an e-mail from Michaelin Jossie informing me that as per the telephonic discussion my query is excluded from the terms and conditions and it has been referred o one of their panel attorneys at a reduced fee. I immediately rep**** and aked who, how when regarding the matter and he /she rep**** that the matter is under investigation on the 25/10.</p> <p> </p> <p>My request is for you to refund me all my premiums asap. I do not need your incompetence and bad service.</p> <p> </p> <p> </p>
Dear Palesa,
Thank you for writing to us. Thank you for writing to us about your experience.
We are sorry to hear that we have caused you some frustration and it seems that there is some miscommunication. We are always there for you and don't want to see you go.
You called our Legal Call Centre where a Legal Adviser would have assisted you to open file and give basic legal advice. The file was then transferred to our Mediation or Litigation Department, where we called you and confirm the details you provided (just as a safety measure - we wouldn't want to miss any important info). Here one of our staff members helped to find one of our Panel Attorneys in the area where you are purchasing a home to assist you with the transfer - at a discounted rate (you mentioned that you are entitled to 60% discount).
Please keep in mind that apart from the 40% transfer costs that you would still need to pay the attorney, you would also be liable for transfer duty to SARS etc.
Unfortunately our policies do not cover transfer matters, and these matters are excluded - however the added benefit of the policy is that we have negotiated the 60% discount on your behalf so that you still get the transfer at a cheaper that had you had to use your own attorney.
Because we don't want any of our Clients to be unhappy, we have asked our Client Experience team to give you a call and explain everything to you. We will also investigate to see how this miscommunicaiton came to be, so that we can take steps to ensure it doesn't happen in future.
Should you need to get hold of us, please don't hesitate to contact us at ***.
Yours in Law.
Dear Palesa,
Thank you for writing to us. Thank you for writing to us about your experience.
We are sorry to hear that we have caused you some frustration and it seems that there is some miscommunication. We are always there for you and don't want to see you go.
You called our Legal Call Centre where a Legal Adviser would have assisted you to open file and give basic legal advice. The file was then transferred to our Mediation or Litigation Department, where we called you and confirm the details you provided (just as a safety measure - we wouldn't want to miss any important info). Here one of our staff members helped to find one of our Panel Attorneys in the area where you are purchasing a home to assist you with the transfer - at a discounted rate (you mentioned that you are entitled to 60% discount).
Please keep in mind that apart from the 40% transfer costs that you would still need to pay the attorney, you would also be liable for transfer duty to SARS etc.
Unfortunately our policies do not cover transfer matters, and these matters are excluded - however the added benefit of the policy is that we have negotiated the 60% discount on your behalf so that you still get the transfer at a cheaper that had you had to use your own attorney.
Because we don't want any of our Clients to be unhappy, we have asked our Client Experience team to give you a call and explain everything to you. We will also investigate to see how this miscommunicaiton came to be, so that we can take steps to ensure it doesn't happen in future.
Should you need to get hold of us, please don't hesitate to contact us at ***.
Yours in Law.