COMPLAINT: POOR SERVICE

I am writing today to complain of the poor service I received from Oneplan Health Insurance

I texted their consultant Smangele on their app on July 31, 2017 inquiring as to when i will receive the health insurance card as i was avised i would receive it within three to four weeks of the first debit order, which they debited on July 27,2017. I only received response on August 11,2017 stating "your card is being printed. We deliver cards within 30 days after first successful premium collection. We will send you an SMS notification when your card is ready to be couriered." , I also texted Sanam on August 8,2017 with the same query as Smangele had not responded early, and Sanam rep**** August 24,2017 stating "Apologies for the delay in response. We are currently experiencing a delay with regards to the delivery of our One card. These are ordered through an International supplier who is currently awaiting a stock delivery. Your card may take up to 8 weeks to be delivered however you will be notified via SMS when your card is dispatched. Should you need to claim for any out of hospital features you will be able to submit your claim and the paid invoice to us via the Oneplan app and the amount can then be refunded to your personal bank account. All refunds will take 3 working days to be processed. We apologise for any inconvenience caused due to the delay in the delivery of cards. If you have any queries, please don't hesitate to pop us a message."

Within the period that both Smangele and Sanam had not rp**** i requested a call back which was also in August 2017, i received a call back from a consultant, she advised there is a delay on the cards, she advised i could request a refund or temporarily card, she also advised i cpild request a temporarily card if i hadnt received the card first week of September. Thus seeing it was August 04,2017 still with no sms notification, i called in August 04,2017 and spoke to Carissa requesting the temporary card, Carisa said she would log in an escalation from her supervisor for a temporary card and that she would call me back before th end of bussiness day, which she also failed to keep her word.

I am upset that i have been given false information, false promises and that they have debited successfully debited from my acount fro their premium twice still with no delivery of the card nor the temporary card. my impression this company has been tarnished, and leaves much concern if this is the service i will receive in future. i would rather reconsider continuing with their insurance plan.

I trust this not the way the company wishes to conduct business/service with valued customers.

Yours faithfully,

Pumla Mabena

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