********** policy opened with no consent

my email address is: ***

we are unable to open the documents, please advise as to whose date of birth we should use because the policy is for thandi suzan shabangu.

we have used thandi suzan shabangu date of birth but it wont open. do you perhaps have a date of birth which we can use since you the ones that created the policy with no consent.

Good day Coleen,
I have not received the documents you promised to send via email.

My email address: ***

where the hell did you find that email address? because i provided you with the correct email address over the phone and i even gave it to you in phonetics. you so *********** and which is why you forged a policy for my mother which she knows not of. the correct email address is : ***

are you sill willing to assist or we have to contact media houses and report the matter to the ombudsman because i am sure a lot of your clients whom you have done dirty like this will come forth and trust me that wont be nice. i am giving you this week to resolve this because we reported the matter in march at the hazyview branch but to date the problem has not been resolved. yet you will be debiting my mothers account yet again this month, if the matter is not resolved and we don't get the refund then will have to take matters to our own hands and expose the whole company because this is total nonsense at its best.

on the 18th of may 2021 i received a call from coleen who advised that i give her my email so she could send me documents which my mom had to fill in and i advised that early march will did send sign documents at the branch which were sent to the head office, to my surprise she did not know about the documents and advised that its fine and that my mom did not have to fill in the new documents she sent because the documents we had initially sent have been sent to forensics and the investigation will take up to 6 months for them to investigate the matter. and she did not ask for the case reference number we got from the branch to follow up on the case but she then called day later which is the 20th of may 2021 and advised that feedback came back and that my mother signed the contract for the second funeral cover which she advised she never consented to. i then asked her how come the policy holder of the policy is not my mom and why the beneficiary is someone else, she then got aggressive and started to mumble and did not know how to answer that and never allowed me to ask any questions because she felt she was above my concerns and was rude in the process. she then requested to speak to my mom whom she never thought of calling during this whole process but only when i started asking her questions that's when she said she wanted to speak to the policy holder and was no longer going to communicate with me. i then asked her to send me the application forms for both policies which my mother signed and to no avail. i have the recordings of both calls. if you going to assign a public relations practitioner who will deal with the image of the company then i would advise getting someone without a temper, and who will understand the frustrations of the customer than someone who will put her ego above resolving the query of the customer.