Very unhappy client!!!!

Good morning

I type this out with a very heavy heart! For the years I have been dealing with you guys, these past few months have been the worse!

Late last year I had changed my policy to green light, my debit date was changed without my knowledge and my policy had lapsed. Consultant called me, we spoke he activated it again and I told him my debit should go off on the 25th as all my debits go off on that date, on the 26th whatever is left in my savings is transferred to another account. He agreed that it would be changed to the 25th.

21st December I called to remind my debit should go off on the 25th but since it was a holiday the consultant adviced that it would go off on the 24th. 24th NO DEBIT WENT OFF!! Because I don't keep track of debits going off I was not aware that it didn't go off. Early January I got a call from a FA Nafeesa who said she would revive the policy. She then processed my details and later gave me a call stating this is the 2nd time the policy had lapsed so they cannot revive it again. I then explained to her what has been going on and she advised to started all over again. I told her I'm not prepared to start again due to their negligence as I'm a sole bread winner taking care of my mother, God forbid but should something happen to my mother during this waiting time I would be left stranded with debts of burial. She advised that she would escalate to the relevant Dept and to date nothing, I call once a week to follow up and find out what's going on but she says it's now out of her hands and has to wait for her seniors to get back to her.

This is totally unfair, if you guys don't value my loyalty as a customer, kindly reimburse me all my premiums and I would gladly find another that would assist me. Should this not be resolved I would take it further. You guys always make note on calls that all calls are recorded, please pull out all recordings to find who's on fault!!