Funds Made Available Incorrectly & Unfair Charges – OneLife

I am extremely unhappy with my experience with .

On Wednesday, I phoned in, booked an appointment at the vet for Saturday, and then contacted OneLife to have the funds made available for that specific day. I clearly communicated that I would only be going to the vet on Saturday.

Despite this, OneLife made the funds available immediately, knowing that they would be reversed within the next 24–48 hours if not used. As a result, by the time I went to the vet on Saturday, the funds were no longer available.

I attempted to use the funds, and my transaction was declined three times. After this, I called in and spoke to Kamakhilo, who became irritated and agitated while I was trying to explain the situation. Instead of assisting, he told me I would now be charged R27 per declined transaction.

This means I am now expected to pay approximately R81 in fees for transactions that were declined due to OneLife making the funds available at the wrong time, despite me clearly stating when I would need them.

I cannot be held responsible for these charges when I communicated upfront that the funds were only needed for Saturday. The issue arose due to incorrect handling on OneLife’s side.

In addition, the attitude from Kamakhilo was unprofessional and unhelpful. I expected support and a solution, not frustration and blame.

Now I am being forced to pay extra fees on top of funds I had already arranged, due to poor service and lack of proper handling.