Miscommunication!!!

If I could give you zero stars I would. After my previous complaint I received a call from an Indian male asking me to please see what I can do with regards to getting hold of Mr Mookreys bank statements. He also advised that he will speak to the billing department to make sure that the membership does not get terminated until the query is resolved.

Today to my surprise I get a call from a service provider informing me that as per momentum the membership has been terminated as of the 01/01/2022. This came as a surprise especially after your email to me on Monday saying that the income verification has been approved. Nowhere does it state that I need to compete a reinstatement form. I called and was partially assisted by Nomalanga who made me hold eventually she came back to say as per the billing manager I need to complete a reinstatement form. This was when I flipped at her because it's as if I was in the wrong even though this was a miscommunication from your side.

1. Why was the membership terminated and not suspended as it had a pending query?

2. Why was it not communicated prior to my phone call today that a reinstatement form needs to be completed?

3. If you terminated the membership why was Mr Mookrey not refunded?

I am expecting urgent feedback and that this membership is reinstated without us having to complete any form as this was an error on your side.

Should no satisfactory feedback be received I will post this complaint on all social media platforms.

Call from Indian male advising note will be made to billing department not to terminate 07/02/22 at 10.45am on ***

14/02/22 Email ***

16/02/22 Call ***

Regards,