1 reviews | Active since Mar 2009
Pathetic Service from Metropolitan( Making easy difficult)
What was suppose to be a very easy service call ended up with me being so fustrated at the poor service I received from a very disinterested Kathlego Ntsilo. I called metropolitan to get a balance on my paid-up annuity, which should have been a quick call. Kathlego needed to do the " Security Check" questions, which he rambled through, He asked for the following Policy number , ID, Cell phone, email, I gave him all the correct infomation. He the asked when my last payment or if I still pay YES? NO? which I told him I dont make any more payments as the policy is paid up, then he asked who is the beneficiary? I told him that I cant remember as I took out the policy 20 years. He told me that he must ask 7 security questions and he cant assist as I need to asnwer all the questions. I offered to confirm my address but he said it needed to policy specific questions ? I told him thats its absoluteIy ridiculous and asked if any of my answers were incorrect as that would indeed require him to ask additional questions. I asked to speak with a team leader and like usual they not availble. Really metropolitan 7 security check questions. PS I called in a month ago and was not subjected to 7 security questions, please advise what is you policy on security checks is it to frustrate your client and hope they go away as that was the impression I got from Kathlego.
We acknowledge receipt of your complaint on HelloPeter.
We always strive to provide all our clients with the best possible service and regret reading that you have been frustrated with our client identification process.
There are always ********* people out there who will try to access other people's money.
We use a 3-tiered authentication standard to identify our callers and ensure we are speaking to the authorised person.
Of these authentication questions, some may be related to your personal information, some to policy-specific information and other questions could be something only the policyholder would know.
Though it may be cumbersome to you, we assure you it is a necessary measure to mitigate *****.
This being said, will assess the call and address any discrepancies identified in line with our internal protocols in order to prevent a recurrence of a similar experience in future.
Please accept our sincere apology for any poor service exprienced thus far.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We always strive to provide all our clients with the best possible service and regret reading that you have been frustrated with our client identification process.
There are always ********* people out there who will try to access other people's money.
We use a 3-tiered authentication standard to identify our callers and ensure we are speaking to the authorised person.
Of these authentication questions, some may be related to your personal information, some to policy-specific information and other questions could be something only the policyholder would know.
Though it may be cumbersome to you, we assure you it is a necessary measure to mitigate *****.
This being said, will assess the call and address any discrepancies identified in line with our internal protocols in order to prevent a recurrence of a similar experience in future.
Please accept our sincere apology for any poor service exprienced thus far.
Regards
Client Care Team
Your consultant never once used my name or surname to address me.
PS. I obtained the information I required from your BOT chat system that was easy to use and only needed My name, ID and cellphone number.
Your consultant never once used my name or surname to address me.
PS. I obtained the information I required from your BOT chat system that was easy to use and only needed My name, ID and cellphone number.
Thank you for your additional comments.
We are happy to read that you have successfully utilised our self-service tool to obtain what you needed.
#What matters to you, matters to us!
Regards
Client Care Team
Thank you for your additional comments.
We are happy to read that you have successfully utilised our self-service tool to obtain what you needed.
#What matters to you, matters to us!
Regards
Client Care Team