Complaint Regarding Poor Service and Failure to Honour Cashback Request – Nedlife

Dear Sir/Madam,

I would like to lodge a formal complaint regarding the poor service I have received from Nedlife concerning a cashback benefit that I requested to be added to my policy.

In 2024, I contacted Nedlife telephonically to cancel one of my policies and requested that a cashback benefit be added to another policy, as I have been with the company for more than 10 years without claiming.

Last month, I contacted Nedlife again to enquire when I would receive my cashback benefit. To my surprise, I was informed that there was no cashback benefit added to my policy and was asked whether I wanted to add it now.

I explained the situation to Mr Ndumiso Cele, who advised me to send proof that the cashback benefit had been added. He promised to investigate the matter and provide feedback by close of business that same day. I waited for a week and received no feedback.

I then called again and spoke to Mr Siphosakhe Mbele, who also promised to request voice recordings of the previous conversations and provide me with feedback by close of business on the same day. Once again, no feedback was received.

Yesterday, I contacted Nedlife once more and spoke to Ms Khensani Maiya. She informed me that her manager, Ms Ziningi Ngobese, was busy assisting another client but promised that either she or her manager would contact me before close of business on Thursday. Unfortunately, I still did not receive any call or feedback.

I am extremely disappointed by the lack of communication, failure to follow up, and poor customer service I have experienced throughout this matter. I have been a loyal client for over 10 years and expected better treatment and professionalism.

I request that Nedlife urgently investigate this matter, retrieve the relevant call recordings, and provide me with a clear resolution regarding the cashback benefit that I requested to be added to my policy.

I look forward to receiving feedback as soon as possible.

Kind regards,