Pathetic treatment by Metropolitan

Metropolitan attempted to debit my account five days before the agreed date. That caused horrific problems for me.

I have five policies with Metropolitan for more than 15 years. I get my salary on 25 of every month. Subsequently our agreed deduction date is 25 of every month.

However, to my surprise, in May 2021. They attempted to deduct on 21 May instead of 25 May 2021. My account had NO funds and their attempt was obviously returned unpaid by my bank.

Instead of trying again on 25 May 2021 when I received my salary, they did not. They did not even try in the days after 25 May.

On 3 June 2021, they sent sms and emails that my policies were returned unpaid by my bank. I called them immideately and told them that I kept sufficient funds for debit orders on my account from 25 May to 3 June 2021. There is NO way they could not have got their money.

The consultant told me they attempted to deduct on 21 May 2021 and there were no funds. When I asked why they deducted on 21 May instead of 25 May. The consultant said, their system indicated that there were funds on my account on 21 May, hence they attempted. When I asked why they never try again on 25 May which is our agreed date. They said, their policy does not allow them to try again. They only submit once.

Now, I have to pay bank fees for reversed debit orders due to the fault of Metropolitan and I have to pay double installments with next deductions on 25 June 2021. Also my credit record is negatively affected.

I sent them email asking if they can take responsibility and pay my Bank fees for the reversed debit orders. The refused, saying they attempted to deduct on 21 May 2021 because 25 May 2021 fell on a weekend or holiday. That is clearly untrue. 25 May 2021 was on tuesday. It was neither a holiday nor a weekend.

To date, I still have no plausible explanation as to why they deducted on 21 May 2021. When I sent another email asking for explaination. They just reply saying " we are sorry for inconvenient caused, we will deduct double installments of 25 June 2021.

Clearly, Metropolitan does not care about the happiness of long term serving clients like me. Their customer service is pathetic. I am contemplating to move my policies elsewhere, where I can valued.

I want Metropolitan to take responsibility for their fault. I want them to pay my bank fees for reversed debit orders. I want letter of apology. I want them to help me pay those double installments on 25 June because it is not budgeted for.