Pathetic service

You don't even deserve a 1 start rating!

From: Dalton Morgan Sent: Tuesday, October 01, 2019 8:43 AM To: 'Metropolitan Info'; '***' Cc: '***'; '***' Subject: ESCALATION: *** - DC MORGAN - Refund - deduction on incorrect date.

Hi Mirriam

Thank you for your e mail dated the 30 September 2019.09.30

I received an sms that I would be contacted shortly, which was apparently 2 days after I lodged my complaint?

I missed a call from you on Wednesday the 25/09/2019 at 12:56pm.

I then attempted to return the call ‘9’ times and the call was getting disconnected?

I also received a voice message from yourself that you would return my call the next day however you failed to meet your obligation to contact me. Over promising and un-delivering one of the highlights of this case.

Anyways, this has taken up much of my time however I will forward the outstanding requirements by the end of the week.

Thank you for the outstanding service that you provide your clients with. I will be posting this on social media.

Dalton Morgan T: +***1 | http://www.silica.net

From: Metropolitan Info [mailto:***] Sent: Monday, September 30, 2019 8:46 AM To: Dalton Morgan Subject: ***

Good day, Refer to e-mail received on the 23 September 2019. Firstly we would like to apologize for the delay the reason for this we had to wait for call recordings. Please send id copy certified by commissioner of oaths and bank statement reflecting premium deduction that came back unpaid. Upon receipt of this document we will refer to relevant department to consider refund. In future this policy if 21st is over the weekend or public holiday it will always deduct before weekend. Kind regards,

Mirriam Mafatle Alternative Channel Operations T +27 860 724 724 F +27 (21) *** EMAIL: *** Parc du Cap Complex | Mispel Road | Bellville | 7535 | Cape Town www.metropolitan.co.za

Metropolitan is a division of MMI Group Limited, an authorised financial services provider.

From: Dalton Morgan Sent: Monday, September 23, 2019 8:46 AM To: '***'; '***' Cc: '***'; '***' Subject: ESCALATION: *** - DC MORGAN - Refund - deduction on incorrect date. Importance: High

Good day Client Care

As an ex-employee of Metropolitan and coming from the complaints environment one would think that the staff would strive to achieve that highest level of unsurpassed customer service but unfortunately this may seem the complete opposite. I am extremely perturbed by the atrocious service and feedback that I have received regarding a complaint that I raised this morning. No alternatives proposed nor an acceptable resolution, I was only advised to send an e mail and wait for a response that would not guarantee that I would get my refund! If a refund was however warranted, I would have to wait 5 working days?

On Saturday I received an SMS from my banking institution that I have an unpaid on my bank account. When I reviewed my bank statement I found that Metropolitan attempted to do an EDO collection of R130.00 for policy number *** on the 20th of September which rejected unpaid due to insufficient funds in my bank account. I have now incurred an unpaid fee of R120.00 which is now a bad reflection on my bank account. I need my refund of the amount of R120.00 and a letter confirming that this was not my fault so that I may submit to my private banker.

This morning at 07:30am, I phoned ***at 07:31am and was assisted by Meshack Itumeleng. I raised my concern and advised him that when I took out the funeral policy I distinctly advised the sales agent that the collection date should be the 21st and if ever the 21st fell on a weekend, the debit order should be collected on the next business day which should be a Monday. He then advised me that on this particular product that if the debit order falls on a weekend, the collection date would be the preceding Friday and that the debit order would not collect on the Monday?? This information was not disclosed to me by the sales agent.

As it may be, this is not my fault as I instructed her to load the debit order collection dated for the 21st after the weekend.

Please expedite my complaint to be resolved within the prescribed Complaints Resolution SLA.

Regards