FJ
Filly J
1 reviews | Active since Aug 2015
05 Jan 2026, 04:18
******** deduction
I was assured my date of inception was moved to the 01/02/2026. My monthly debit order was set at 450. As soon as money was deposited into my account on the 4th of Jan an amount of 610 was deducted. Their policy now states l have to wait 30 days for cancelation or to be refunded. I am still in my 7 day cooling off period should this not be cancelled immediately? I'm very dissapointed as the funds was deposited to buy stationary now I have to wait 30 days. It really leaves a bitter taste in my mouth
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Replies (2)
Oneplan Insurance's replyOfficial
05 Jan 2026, 07:54Dear Filly,
Thank you for taking the time to provide your feedback.
We sincerely apologize for the circumstances surrounding your HelloPeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
Upon investigation, we have noted that the policy inception date has been changed to the 1st of February 2026, however, upon the change being made, the invoice raised for the premium was not rectified and due to this, a request to debit was sent to your bank for the premium to be collected. We profusely apologise for this error. It takes between 4-5 working days for the debit status to confirm as successful on our end, and only once this has happened will we be able to process a refund for the premium collected.
Under section 6 of the policy schedule, it states the following regarding cancellations; Cancellation requests must be sent in writing to ***. There is a thirty-one (31) day (one calendar month) notice period for all cancellation requests. Under the heading of Premium Refunds, it states that If you choose to cancel your policy within the cooling-off period, which spans seven (7) days from the date of your application, any premiums and fees that have been debited will be refunded to your nominated bank account. It is essential to note that the contract is established at Application stage, and, consequently, the seven-day period is calculated from this initial date. We have noted that your policy was registered on 2025/12/23, meaning the cooling-off period was calculated from then and the period has lapsed.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Kindly note that your cancellation request has been received and a consultant will be in contact with you to assist further with it.
Once again, we truly apologise for the experience you've had and are saddened to see you go.
Kind regards,
Oneplan.
Thank you for taking the time to provide your feedback.
We sincerely apologize for the circumstances surrounding your HelloPeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
Upon investigation, we have noted that the policy inception date has been changed to the 1st of February 2026, however, upon the change being made, the invoice raised for the premium was not rectified and due to this, a request to debit was sent to your bank for the premium to be collected. We profusely apologise for this error. It takes between 4-5 working days for the debit status to confirm as successful on our end, and only once this has happened will we be able to process a refund for the premium collected.
Under section 6 of the policy schedule, it states the following regarding cancellations; Cancellation requests must be sent in writing to ***. There is a thirty-one (31) day (one calendar month) notice period for all cancellation requests. Under the heading of Premium Refunds, it states that If you choose to cancel your policy within the cooling-off period, which spans seven (7) days from the date of your application, any premiums and fees that have been debited will be refunded to your nominated bank account. It is essential to note that the contract is established at Application stage, and, consequently, the seven-day period is calculated from this initial date. We have noted that your policy was registered on 2025/12/23, meaning the cooling-off period was calculated from then and the period has lapsed.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Kindly note that your cancellation request has been received and a consultant will be in contact with you to assist further with it.
Once again, we truly apologise for the experience you've had and are saddened to see you go.
Kind regards,
Oneplan.
Oneplan Insurance's reply05 Jan 2026, 07:54
Official
Dear Filly,
Thank you for taking the time to provide your feedback.
We sincerely apologize for the circumstances surrounding your HelloPeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
Upon investigation, we have noted that the policy inception date has been changed to the 1st of February 2026, however, upon the change being made, the invoice raised for the premium was not rectified and due to this, a request to debit was sent to your bank for the premium to be collected. We profusely apologise for this error. It takes between 4-5 working days for the debit status to confirm as successful on our end, and only once this has happened will we be able to process a refund for the premium collected.
Under section 6 of the policy schedule, it states the following regarding cancellations; Cancellation requests must be sent in writing to ***. There is a thirty-one (31) day (one calendar month) notice period for all cancellation requests. Under the heading of Premium Refunds, it states that If you choose to cancel your policy within the cooling-off period, which spans seven (7) days from the date of your application, any premiums and fees that have been debited will be refunded to your nominated bank account. It is essential to note that the contract is established at Application stage, and, consequently, the seven-day period is calculated from this initial date. We have noted that your policy was registered on 2025/12/23, meaning the cooling-off period was calculated from then and the period has lapsed.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Kindly note that your cancellation request has been received and a consultant will be in contact with you to assist further with it.
Once again, we truly apologise for the experience you've had and are saddened to see you go.
Kind regards,
Oneplan.
Thank you for taking the time to provide your feedback.
We sincerely apologize for the circumstances surrounding your HelloPeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
Upon investigation, we have noted that the policy inception date has been changed to the 1st of February 2026, however, upon the change being made, the invoice raised for the premium was not rectified and due to this, a request to debit was sent to your bank for the premium to be collected. We profusely apologise for this error. It takes between 4-5 working days for the debit status to confirm as successful on our end, and only once this has happened will we be able to process a refund for the premium collected.
Under section 6 of the policy schedule, it states the following regarding cancellations; Cancellation requests must be sent in writing to ***. There is a thirty-one (31) day (one calendar month) notice period for all cancellation requests. Under the heading of Premium Refunds, it states that If you choose to cancel your policy within the cooling-off period, which spans seven (7) days from the date of your application, any premiums and fees that have been debited will be refunded to your nominated bank account. It is essential to note that the contract is established at Application stage, and, consequently, the seven-day period is calculated from this initial date. We have noted that your policy was registered on 2025/12/23, meaning the cooling-off period was calculated from then and the period has lapsed.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Kindly note that your cancellation request has been received and a consultant will be in contact with you to assist further with it.
Once again, we truly apologise for the experience you've had and are saddened to see you go.
Kind regards,
Oneplan.
FJ
Filly J's updateReviewer Update
05 Jan 2026, 09:12Still not satisfied with the response I have proof on my bank statement the debit went of now I have to be inconvenienced cos of your errors
FJ
Filly J's update05 Jan 2026, 09:12
Reviewer Update
Still not satisfied with the response I have proof on my bank statement the debit went of now I have to be inconvenienced cos of your errors