Completely Unacceptable Experience - Misleading and Deceptive Practices

I am beyond frustrated and disappointed with the way my policy has been handled. Every year, I go through the same process of calling to review my policy and secure a discounted rate. However, this year has been an absolute nightmare.

On February 24th, I received my annual review notice. As I have done every year, I promptly called to have my policy reviewed and adjusted to reflect the best rate. After speaking with an agent on the 25th or 26th, I was told that everything, including my multiple additional policies, was considered together, as it had been in previous years. The agent quoted me a new rate just under 2,000 rands, which I agreed to without hesitation, as it seemed fair and aligned with my previous rates. I was reassured that this would take effect the following month, which I accepted.

However, to my absolute shock, today I noticed my account was debited more than I had agreed upon. Upon reaching out to customer service, I was told that my additional policy is being billed separately. This was never communicated to me during the review, and as a result, I am now paying more than I was before.

This is a complete ****, and I feel like I’ve been misled and taken advantage of. I am furious that after going through all the proper steps, speaking to an agent, and receiving assurances that everything would be handled appropriately, I am now facing unexpected charges and confusion. It’s clear that your company does not value transparency or customer satisfaction.