Momentum Short-Term Insurance: ********, *********** or ********ly ***********?

[Verbatim email I sent to Momentum Short-term Insurance]

Good day MSTI.

Are you ********, *********** or ********ly ***********?

I cancelled my insurance policy (MT***4) with MSTI (nothing personal, annual review) on the 23rd of September 2020 (cancellation letter attached), the cancellation was with effect from 27 September 2020.

On the 28th of September I was debited the full premium. As per the cancellation letter, I expected a refund after 30 days.

Note the wording on the cancellation letter: "Please note that no more premiums will be requested after this date and that any refund owing will be paid into your account 30 days after the cancellation date." Both these statements turned out to be lies.

I gave MSTI a call on the 23rd of October 2020 and was assured everything is fine and the refund will be paid on the 27th of October 2020. No refund was paid.

I gave MSTI a call on the 28th of October at 08:12 and spoke to Marco in the retentions department, I was informed that my insurance was never cancelled and that the person who handled the cancellation on the 23rd of September, Rinjini Lingoomiah, will promptly give me a call. No one called.

I received a second cancellation letter (attached) at 08:41 on the 28th of October 2020. No additional explanation or information was given on this letter or email. The effective cancellation date was now **********ly changed to the 30th of September 2020.

How are your systems so dysfunctional that a cancellation letter could be issued on the 23rd of September 2020 without an actual cancellation taking place, or did the retentions department (Rinjini Lingoomiah) have targets to make and thus **********ly not cancel the policy?

Please note that I will be reversing the 28 September 2020 debit order with my bank.

Regards R Strydom 28/10/2020