Cancellation

Last week Friday, 20 October 2023, I sent an email to cancel my Oneplan membership. I cancelled for 2 reasons: 1. I asked that my policy be effective from 1 December 2023 and my account to be debited on 20 November 2023. The agent did not do as requested, so my account was debited on 20 October 2023 and policy effective from 01 November 2023. This was not what I requested, and it has now left my account in overdraft. 2. I signed up online and was entitled to the 2 months discount and no admin charge. So instead of R2000, I was debited R3115.

On Tuesday, 24 October 2023 around 11:27am, I received a call from Amanda in your Cancellations department. We spoke about why I had wanted to cancel and the conversation was decent was until she started to irritate me and not want to apply her mind to the situation. I understand the company has a 30-day cancellation policy but the point I was trying to make to her is that the policy has not started yet, it is only effective from 1 December 2023 and even if it was effective from 1 November 2023, I’m cancelling before it even takes effect. So the 30 day cancellation should not apply because I’m not using your membership/facilities and I should be issued with a refund. You cannot force someone to use you cover if they do not want too. To top that off she still had the audacity to tell me that it be cancelled from 01 December 2023 and will still be debited in November. What BS is that?

What really got to me is that she gave me standard, robotic, scripted answers and did not apply her mind nor did she bother to go the extra mile. Her exact words were, “I will go the extra mile for people who don’t want to cancel but I will not go the extra mile for people who want to cancel”. I asked to speak to her manager, she told me no one is there, she’s alone. I told her I could hear people in the background, then she changed her story to, “her manager is not there, he’s in a meeting”. I asked for he’s name and after some resistance, finally got it out of her. Clearly this situation didn’t bother her and nor did she tell he manager, a Wesley Brits, otherwise I’m sure I would have received a call from him unless this is the standard useless culture of this organisation.

All I want is that this be cancelled with immediate effect and a full refund asap so that my account can be corrected. You cannot force people to make use of the policy if they do not want it. I hoping for a positive response from your company by today or else I will find alternative ways for resolution.