Employees Not Trained Enough

In the month of August I was approached by a lady called Norah from the Metropolitan Krugersdorp branch. The lady sold their policy to us. We took one of the policies that day. The following morning we personally went back to cancel the policy at their branch. Norah told us not to worry because she had not processed any documents to their head office. To my surprise Metropolitan had deducted the policy out from my payslip. I immediately called Norah back and she insisted the matter will be resolved. I then decided to call in at the head office. Sibusiso Malema and Yvonne Zulu told me the only way to cancel a policy with them is to write a letter to them. Funny enough Norah did not explain any of this to us, even when we went back to see her the following day. Now all of a sudden I am told that my money deducted from September can not be refunded because on their system my policy is still active. Was I not suppose to be informed about the cancellation policy from the start and even when I personally went to double check if the policy had been cancelled???? I am very much disappointed. Metropolitan needs to be more hands on and teach its employees on how to handle they daily jobs and deal with clients. I am disgusted with them and do not advise any other person to take policies with Metropolitan. I am disgusted!!!