Disappointed

I joined the funeral cover in 2012 when I got a job in government. They call you before you even start working. It was a cashback funeral cover if you did not claim for three years but I never received my cashback I was told that I was suppose to have contacted them when it is time for cashback. The consult called me to upgrade my funeral cover that's when I indicated that how do I upgrade when I am still to receive the cashback and he promised that he will apply for my cash back. after that he told me that I don't qualify for cash back due to mispayment, I dont know how was that possible since they were deducting from my payslip. Last year I was called that my child will be taken out of the funeral cover since he was turning 21st and was sold another product they call it child forever so I decided to take it for all of us since my other child one day will also turn 21st rather be on the product now than wait for the child to turn 21st. Consultant said that she will cancel the old cover and start the new one . It was in July when I changed to the new cover and was told that it will start in September to avoid double deduction. when i got paid in September I noticed two deductions the new and old cover I called them to enquire about it and was told that I was supposed to cancel the cover whereas the consultant told me that she is cancelling it with the new one. I wrote the letter and cancelled the cover, they deducted again in October and November after I have cancelled. So I decided to cancel both the new and old cover due to frustration of them deducting money from my payslip for two funeral covers. and for them to cancel after i have send the emails I had to call them. The consultant advised that I send the refund form so they will refund the money they deducted after I cancelled.

They deducted again in December even after I called and cancelled, I then send the refund form and waited weeks passed and was told it takes 48hrs after I send the form. When i make a follow up was told that my ID copy was not clear I have to resend but they never communicated that to me the moment they received my documents . I had to constantly call them in order to know the progress I was told the same thing about the ID not clear. I send my ID copy three time scanned from different scanners and told the same thing. I asked them to refund my money cause I cannot keep on resending my ID copy they then paid just one month and i called them and ask why they paid only one premium and they paid 75% of the second premium with any explanation.

when I called to enquire about the refund for the other premium they deducted in December I was told that it doesn't appear on their statement I should give it two weeks, I called them on the 21st of January and I am told that the ID copy is not clear I must resend I did that, nothing was done when I called on the 28th I am told that the ID is still not clear and I asked if they notice that the problem is on their side because i have used different scanners and why are they not using the other ID's i have send since I have send them more than five times then I am told to go to the branch after two months of struggling with them.

I have lost almost 10years of my premiums with them They deducted after I ave cancelled they dont want to refund I didnt receive the cashback they promised I have never claim since I have lsot how much airtime trying to get my two momths premium Now I must take my petrol and go to the branch, what do we call these????