Continuous disappointment
Not even deserving of a star I lodged a formal complaint via email on the 22nd of January. Today is the 10th working day since then and I have not received a telephone call or email to acknowledge my complaint and confirm that someone is looking in to it. I received an SMS stating that my claims have been processed but I have no idea of what's going on since no one called me to explain or apologize for YOUR eff up. I expect a call from one of your dispute resolution officers to address each point that I have made on my formal complaint as well as feedback on my desired outcomes. I don't think that TCF has been app**** here at all and I will be escalating this to OSTI as well as the FSB for your pathetic complaint handling.
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Replies (2)
Oneplan Insurance's replyOfficial
06 Feb 2020, 09:04Hi Sashentha,
Thank you for taking the time to bring this to our attention.
We take customer service seriously and this has been logged as a formal complaint and was acknowledged by our Complaints Department on 26 January 2020.
An email confirming that the complaint had been received and written feedback would be provided to you within the 21 day turnaround time. The matter is currently being investigated and will be responded to by our Complaints department within the turnaround time as per our Complaints Resolution Policy.
We trust you find the above in order.
Kind regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We take customer service seriously and this has been logged as a formal complaint and was acknowledged by our Complaints Department on 26 January 2020.
An email confirming that the complaint had been received and written feedback would be provided to you within the 21 day turnaround time. The matter is currently being investigated and will be responded to by our Complaints department within the turnaround time as per our Complaints Resolution Policy.
We trust you find the above in order.
Kind regards,
Oneplan
Oneplan Insurance's reply06 Feb 2020, 09:04
Official
Hi Sashentha,
Thank you for taking the time to bring this to our attention.
We take customer service seriously and this has been logged as a formal complaint and was acknowledged by our Complaints Department on 26 January 2020.
An email confirming that the complaint had been received and written feedback would be provided to you within the 21 day turnaround time. The matter is currently being investigated and will be responded to by our Complaints department within the turnaround time as per our Complaints Resolution Policy.
We trust you find the above in order.
Kind regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We take customer service seriously and this has been logged as a formal complaint and was acknowledged by our Complaints Department on 26 January 2020.
An email confirming that the complaint had been received and written feedback would be provided to you within the 21 day turnaround time. The matter is currently being investigated and will be responded to by our Complaints department within the turnaround time as per our Complaints Resolution Policy.
We trust you find the above in order.
Kind regards,
Oneplan
's updateReviewer Update
26 Mar 2020, 09:02I do not agree with the above, I received feedback via email however I have still not received a call from a SENIOR manager or dispute resolution officer as PER MY REQUEST?
THIS IS PATHETIC ONEPLAN! DO BETTER!!! I will be reporting this poor complaint handling to the FSB and FAIS ombud!
THIS IS PATHETIC ONEPLAN! DO BETTER!!! I will be reporting this poor complaint handling to the FSB and FAIS ombud!
's update26 Mar 2020, 09:02
Reviewer Update
I do not agree with the above, I received feedback via email however I have still not received a call from a SENIOR manager or dispute resolution officer as PER MY REQUEST?
THIS IS PATHETIC ONEPLAN! DO BETTER!!! I will be reporting this poor complaint handling to the FSB and FAIS ombud!
THIS IS PATHETIC ONEPLAN! DO BETTER!!! I will be reporting this poor complaint handling to the FSB and FAIS ombud!