SW
Solomon W
1 reviews | Active since May 2010
23 Jun 2021, 17:14
M-Sure Doesn't Care
On 31 May 2021, I logged a claim with M-Sure for a replacement on my car battery. The claim was approved, I bought the battery, and submitted the documentation for a refund. A few days later I inquired regarding when I can expect the refund and a gentleman named Sello Phetla confirmed that the turn-around time for refunds is 7 working days. Seven working days later I inquired again, and every time I inquiry through e-mail to him, he just keeps forwarding the e-mail to an e-mail address at ***. These folks are obviously ignoring him because more than 14 days later I have STILL not received my refund, and he keeps forwarding my issue to ***. Yesterday, 22 June 2021, I received a phone call from someone at M-Sure and I couldn't speak as I was in a meeting, this person guaranteed a call back this morning, 23 June 2021. NO CALL. I don't have money, and I have been counting on that refund. It's amazing how debiting one's account for premiums can happen spot-on every month, but when one claims it takes forever.
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Replies (2)
M-Sure Financial Services's replyOfficial
24 Jun 2021, 07:56Hello Solomon,
We apologize that you have not had a good experience when trying to get assistance from us. We have escalated your complaint to be investigated and we will be in contact with you shortly.
Thank you M-Sure Team
We apologize that you have not had a good experience when trying to get assistance from us. We have escalated your complaint to be investigated and we will be in contact with you shortly.
Thank you M-Sure Team
M-Sure Financial Services's reply24 Jun 2021, 07:56
Official
Hello Solomon,
We apologize that you have not had a good experience when trying to get assistance from us. We have escalated your complaint to be investigated and we will be in contact with you shortly.
Thank you M-Sure Team
We apologize that you have not had a good experience when trying to get assistance from us. We have escalated your complaint to be investigated and we will be in contact with you shortly.
Thank you M-Sure Team
SW
Solomon W's updateReviewer Update
30 Jun 2021, 17:21This issue of mine has still not been resolved. M-Sure's payment section had apparently sent an e-mail to the place where I had bought the battery for confirmation. They never received confirmation from that place but didn't think to check up on them. Eventually, Sello Phetla phoned the battery place and they confirmed that they have NOT received the e-mail from M-Sure. He phoned me to inform me that they can't proceed until the battery place has confirmed. I went to the place myself, and the folks there confirmed with me as well that they have NOT received an e-mail from M-Sure. I asked Sello to tell me who at M-Sure the e-mail was from and what the message title was. He then forwarded the e-mail, that was supposedly sent to the battery place, to me. Upon checking I noticed that they had gotten the battery place's e-mail address wrong (they had misspelled a certain word in the address, and also wrote .com where it should have been .co.za. I alluded Sello to this, and he responded by saying that they had it correct. I asked him to check again, and THEN only they realised their mistake. They then sent the e-mail to the correct address to which the folks from the battery place responded and gave them their desired confirmation. I then received a call from Sello on Friday during which he confirmed that I would receive my refund on Tuesday, 29 June 2021. Today is Wednesday, 30 June, almost Thursday, and I have not only NOT received the refund, but have not heard from them, even after I sent an e-mail indicating to them that I have not received my refund yet. I honestly can't understand why it is such an enormously difficult thing to do. I suppose Covid-19 will somehow get blamed. The lady who has been dealing with this from their payment section is a Nthabiseng Ramaano.
SW
Solomon W's update30 Jun 2021, 17:21
Reviewer Update
This issue of mine has still not been resolved. M-Sure's payment section had apparently sent an e-mail to the place where I had bought the battery for confirmation. They never received confirmation from that place but didn't think to check up on them. Eventually, Sello Phetla phoned the battery place and they confirmed that they have NOT received the e-mail from M-Sure. He phoned me to inform me that they can't proceed until the battery place has confirmed. I went to the place myself, and the folks there confirmed with me as well that they have NOT received an e-mail from M-Sure. I asked Sello to tell me who at M-Sure the e-mail was from and what the message title was. He then forwarded the e-mail, that was supposedly sent to the battery place, to me. Upon checking I noticed that they had gotten the battery place's e-mail address wrong (they had misspelled a certain word in the address, and also wrote .com where it should have been .co.za. I alluded Sello to this, and he responded by saying that they had it correct. I asked him to check again, and THEN only they realised their mistake. They then sent the e-mail to the correct address to which the folks from the battery place responded and gave them their desired confirmation. I then received a call from Sello on Friday during which he confirmed that I would receive my refund on Tuesday, 29 June 2021. Today is Wednesday, 30 June, almost Thursday, and I have not only NOT received the refund, but have not heard from them, even after I sent an e-mail indicating to them that I have not received my refund yet. I honestly can't understand why it is such an enormously difficult thing to do. I suppose Covid-19 will somehow get blamed. The lady who has been dealing with this from their payment section is a Nthabiseng Ramaano.