POOR CUSTOMER SERVICE

I cancelled my policy (***) with metropolitan in November 2024. Metropolitan continued to deduct the premiums in December 2024 and January 2025. I called them and I requested for a refund. On 29 January I sent the documents that they required i.e ID copy, bank statement and proof of payment (pay slips for December and January). They acknowledged receipt of the documents on the 3 February 2025. On the 7 February I got an SMS informing that the documents were short of December payslip. I called them and the lady who checked confirmed that all documents were there. She then promised that she will inform the person who is assigned to my query Noko Baloyi. After that nothing happened I called them again on the 14 February, the lady I spoke to said the system indicated that the proof of payment was short but she checked and said the document was there she did not know why the message was sent. She also promised to escalate the case to Noko Baloyi as well. On the 17 February as nothing happened after that call, I called again and spoke with Meshack who said the same thing and also promised to forward my query to Noko Baloyi. After that I immediately got another message saying that the documents were short of the proof of payment again. I called again and spoke with Tshidi who said he also saw the document but he will pass the matter to Noko Baloyi as well and I must expect a call before the end of the day which did not happen. The customer service of Noko Baloyi is disgusting. They said my case would be solved within 5 days but now its almost a month without the solution.