MiWay not doing it my way

Following an unexpected employment opportunity abroad, I had to suddenly cancel my insurance with MiWay in November 2018. During the call to them I requested that my home and home contents be removed from my policy at an earlier date, as I had to move out of my house a week prior to my flight. My car and movable possessions was to be cancelled a week later, just before flying out. To make these changes the consultant advised that we had to go through my entire policy, leading to a ridiculously long call. The good thing about this call, however, was that the consultant advised that a pro-rata refund could be app**** for. But, even though he said that he would send me an email to which I could reply with the supporting documentation, this email never reached me.

On 3 December 2018 I’ve sent an email request to ********** together with the supporting documents, to which I've received an automated response / confirmation of receipt.

On 07 December 2018 I’ve received an automated email saying that Mpho from MiWay's Retentions department tried calling me. This is rather ironic as I was told during the lengthy call mentioned above that my portable possession (now the only things I own) could not be covered without home or car insurance. It is also rather funny how Mpho, being responsible for retaining customers, has still not answered any one of my 3 emails.

As I had no reference number or contact person I have rep**** to Mpho on 07 December 2018, explaining that I have moved to Vietnam and that my South African cellphone number was no longer in use. I've also requested Mpho to please respond via email, or call me on my Vietnamese number (international call). I have send a follow-up email to Mpho on 10 December 2018 and again on 13 December 2018 asking if he/she could please follow up with the relevant department and let me know; as I am living abroad phone calls are rather difficult, so I’ve asked him/her if he/she could please help me with this. I have not heard from Mpho.

I have also sent a follow-up email to ********** on 11 December 2018 and again received an automated response / confirmation of receipt. I’ve also sent another email to ********** on 13 December 2018 containing my Vietnamese number (again) and a requested them to reply via email if they could not get hold of me.

On 14 December 2018 I’ve received an automated email saying that MiWay tried calling me, but I had no missed calls on my phone for the entire day. So on 14 December 2018 I’ve send ********** yet another email mentioning my move to Vietnam. The email again contained my Vietnamese number and again my request for them to contact me on the given number or via email if they could not get hold of me. I have also further mentioned that I have sent numerous emails, but that it was really difficult to follow up with no reference number and from abroad. I specifically requested that, if I could not be reached telephonically, an email response (other than the automatic replies they keep sending me) be sent to me. I have also informed MiWay of my intent to use hallopeter.com as the situation was now becoming unacceptable.

Even though MiWay has made calls and has sent numerous automatic responses, they have not attended to my specific requests for formal and proper electronic communication - necessitated by the fact that I now live abroad. The automatic responses said not to reply, but you do not have an option if you don’t get satisfactory service from the mailbox and you do not have an contact person you can turn to as an alternative. I am also disappointed in Mpho’s failure to answer my numerous requests (as below) for help.

On 07 Dec 2018, at 20:06: Hi As I live in Vietnam now you can make an international call to (number deleted). Alternatively send an email. Also keep in mind the 5 hour time difference between Vietnam and SA. Regards

On 10 Dec 2018, at 12:39: Hi Kindly advise on the status of the mentioned refund. Regards

On 13 December 2018 at 09:16 Hi Just following up on the below request. May I please ask that you follow up with the relevant department and let me know. As I am living abroad phone calls are rather difficult, so can I pleas ask you to help me with this? Regards

This is my first time using hallopeter, but it is unfortunate how one is sometimes required to "get ugly" because one's proper and kind requests just do not get answered.

So... Let's see...

A Potgieter