1 reviews | Active since May 2011
Misunderstanding client's request
Dear: Oneplan Customer Service Team
My past interactions with representatives from both, your sales and claims departments respectively, have been extremely pleasant, however, customer care seems to be nothing less than a nightmare and has left a bitter taste in my mouth.
Firstly, I gave a simple instruction via your WhatsApp platform for my debit order date to be changed to the 10th of October but only for that month. Bare in mind that my debit order ran as per normal on the 1st of September. The consultant advised me that I can change my debit date to the 7th or 20th of every month, I agreed for the 20th of October ONLY as the account is my secondary account and I'd ensure that the funds are available.
The update was confirmed but this morning, the 26th of September, I've received an SMS informing me that my debit was not successful on the 20th of September hence I do not have cover. Oh yes, I do have cover! My debit that you received on the 1st of September will cover me till the end of the month!
When I called your customer service, my call was received by Motiegi and I explained the above-mentioned and that Oneplan was going to be liable for the rejected debit order fees. She then advised me that 2 debits will run off on the 20th of October as November's payment will be included, to which I agreed. I then received another call but I was unable to attend to that call so I called customer care, only to explain myself to Ashley as her notes weren't clear and then she dropped the call. Moments later, Mpho called me to arrange another date for the rejected debit and asked if Thursday, the 28th would be suitable and I advised her that September's debit order has been successfully received by Oneplan and I need my debit to run on the 20th of October.
Can I simply have a consultant to ensure that the debit date is changed to the 20th of October and then from November Oneplan can resume collection from the 1st as arranged from the onset of my policy?
Furthermore, Oneplan will be responsible for any bank charges incurred as a result of not heeding a simple instruction.
Kind Regards,
Jacqueline Dupraj.
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
Please rest assured that this matter will be investigated.
We have acknowledged your complaint and we have escalated the matter to the relevant department, one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset, we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client.
Please rest assured that this matter will be investigated.
We have acknowledged your complaint and we have escalated the matter to the relevant department, one of our consultants will be in contact with you.
Once again, we apologize for any inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan