Very poor and inefficient service

I am writing this complaint to express my disappointment from the treatment I have received from this company as a client. I have been battling to get reimbur*****t of 2 policies I canceled around on 02 April 2024.

I visited the Mbombela branch to request cancelation of PP*** and PP*** I was requested to write a cancelation letter and add my banking details (Capitec account) where the refund should be paid out, I did as instructed and provided a copy of my ID as well. In the midst of waiting for the refund of the cancelation of the policies a deduction went off on 24 April and I informed my financial advisor and she escalated the issue to the branch manager in the same breath my financial advisor asked me to send her my banking details (Capitec account again)and I confirmed. Around the 25th of April I was contacted by a lady by the name of Nothando from the "Head office" to confirm the surrender I wanted to make on the policies. I had to explain again to her that I had initially requested cancelation not a "partial surrender". Subsequent to the conversation I was paid an amount of R700+ to the capitec account which was from the partial surrender. I spoke to my financial advisor and she confirmed that my policies have been canceled I should be reimbursed what was debited from my April salary (R121.00+R423.00).

On the 05 May, I woke up to an email from my FNB account which has been inactive for over 6 months+ , Metropolitan had made a payout to this particulat account. To my surprise I contacted my financial advisor to enquire on why were the funds paid to the FNB account that I have not been using and that I did not provide consent to the company to use instead of the Capitec account I had confirmed over 3 times with 3 different people. She confirmed that she will refer it for correction and the funds should be paid to the confirmed account. After a long back and forth my financial advisor suggested that I contact the head office because "they are not allowed to make certain enquiries on behalf of clients" this didn't make any sense to me but for the sake of progress I did as told. I made 2 calls to the contact centre and none of the calls yielded any positive results. I was referred back to the Branch because that is where my query stems from.

While fight to be refunded for the premiums that went off in April, on the 23rd May Metropolitan again went to my salary and debited the two amounts (R121.00+R423.00). In frustration I informed my financial advisor and she reffered the matter again under SD-***. Feedback that I received after being sent from pillar to post for a very long tjme I was told that "the account is in my name and the funds were successfully transmitted" my question was who gave them consent to use that account because I had confirmed where I wanted the funds to be paid to. In dissatisfaction I said I will escalate the matter to the ombudsman and according to what my financial advisor said she was told that I can go to the ombudsman if I wanted to.

A few weeks later my financial advisor made contact to say the company is willing to reimburse the funds however they will need a bank statement from the FNB account that confirms the account has been inactive, I withdrew a statement and emailed it as requested. Last week I followed up on the status of the refund and I was told that the payment rejected with no valid reason provided. Yesterday I received a call from my financial advisor who confirmed that they will not refund me because the money was sent to an account that is under my name so if I didn't get the funds for whatever reason,it is off their hands. I requested to speak to the manager , after a conversation with the manager she said she will escalate and provide feedback. This morning she called and said they are refusing to pay because the money was paid to my account. I requested her to send me a letter in writing that confirms their verdict and she confirmed she will send it before COB

Metropolitan made an error by "assuming" that the acount in their disposal is still in use and went ahead and 2 payouts post me confirming the correct account numerous times. Instead of Metropolitan acknowledging that they made an error and account for the loss they push back by saying "the account is under my name". That does not surface if I had confirmed the correct account number yo use a number of times and they did the opposite. The bank statements provided to them proves that the account has not been in use for a very long time and still that was not sufficient enough to rule in the client's favor. There is a material service failure from Metropolitan's end, instead of correcting the error, they are busy looking for loopholes to use not to correct the error they made TWICE!

I AM VERY DISSAPOINTED IN THE LEVEL OF INEFFICIENCY AND NEGLIGENCE POTRAYED BY THE COMPANY, over and above this entire tedious process I still have multiple policies with Metropolitan and remain a loyal client however that still counts for nothing.

I HOPE THIS WILL REACH THE HIGHEST OFFICE

DISAPPOINTED CLIENT!