HN
Hamel N
1 reviews | Active since May 2016
10 Jun 2025, 09:58
ONE PLAN DEBIT ORDER - IS it a ****??????? READ AND DECIDE FOR YOURSELF.
I cancelled my pet insurance on 17 March 2025 by email to cancel@onepan. Their retentions department called me on 20 march and could not offer a suitable alternative. I have since had three premiums deducted by debit orders. I called my bank to cancel the debit border and was advised that it is an AEDO debit order and must be cancelled by One Plan. I called Oneplan and spoke to Thulani who gave me a reference ***4, a few days later it was Zintle with reference ***1 and finally Modiegi, ***0. All promised to refer to a "Manager" who will revert to me. It now seems that this "Manager" is waiting for a new AEDO to reload thus robbing me of another months payment. It is sickening to see how helpless the public is from these insurance companies. I am hereby demanding refund of my last three my three payments and a written assurance that the AEDO is cancelled.
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
10 Jun 2025, 10:39Dear Hamel,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation would like to clarify that we utilize the DebiCheck Debit Order payment method which requires consent/authorization from the policyholder in order for the monthly premiums to be collected from their bank account, and this has been accepted and active on your policy. Furthermore, you are welcome to request to change the payment method for your policy and this will processed.
Additionally, we have noted that after requesting to cancel your policy, our consultants reached out to you to discuss the matter and ultimately, you agreed to keep the policy active, hence debits have been processed for the monthly premiums.
We have followed up with the relevant department for further assistance with a manager call request and will be in contact with you to assist with the matter at hand.
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.
Once again, we apologize for any inconvenience caused and we hope to restore your faith in our services.
Kind Regards,
Oneplan.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation would like to clarify that we utilize the DebiCheck Debit Order payment method which requires consent/authorization from the policyholder in order for the monthly premiums to be collected from their bank account, and this has been accepted and active on your policy. Furthermore, you are welcome to request to change the payment method for your policy and this will processed.
Additionally, we have noted that after requesting to cancel your policy, our consultants reached out to you to discuss the matter and ultimately, you agreed to keep the policy active, hence debits have been processed for the monthly premiums.
We have followed up with the relevant department for further assistance with a manager call request and will be in contact with you to assist with the matter at hand.
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.
Once again, we apologize for any inconvenience caused and we hope to restore your faith in our services.
Kind Regards,
Oneplan.
Oneplan Insurance's reply10 Jun 2025, 10:39
Official
Dear Hamel,
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation would like to clarify that we utilize the DebiCheck Debit Order payment method which requires consent/authorization from the policyholder in order for the monthly premiums to be collected from their bank account, and this has been accepted and active on your policy. Furthermore, you are welcome to request to change the payment method for your policy and this will processed.
Additionally, we have noted that after requesting to cancel your policy, our consultants reached out to you to discuss the matter and ultimately, you agreed to keep the policy active, hence debits have been processed for the monthly premiums.
We have followed up with the relevant department for further assistance with a manager call request and will be in contact with you to assist with the matter at hand.
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.
Once again, we apologize for any inconvenience caused and we hope to restore your faith in our services.
Kind Regards,
Oneplan.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have acknowledged your complaint, and upon investigation would like to clarify that we utilize the DebiCheck Debit Order payment method which requires consent/authorization from the policyholder in order for the monthly premiums to be collected from their bank account, and this has been accepted and active on your policy. Furthermore, you are welcome to request to change the payment method for your policy and this will processed.
Additionally, we have noted that after requesting to cancel your policy, our consultants reached out to you to discuss the matter and ultimately, you agreed to keep the policy active, hence debits have been processed for the monthly premiums.
We have followed up with the relevant department for further assistance with a manager call request and will be in contact with you to assist with the matter at hand.
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.
Once again, we apologize for any inconvenience caused and we hope to restore your faith in our services.
Kind Regards,
Oneplan.
HN
Hamel N's updateReviewer Update
11 Jun 2025, 11:32Hi. Please refer to your consultants notes. There was no suitable plan that could be offered which is why I signed up with Dotsure where I have already paid two premiums. Why is it such a problem to cancel with Oneplan. I am once again requesting a cancellation and reversal of past two payments. I have still had no response from the "Manager" . Please cancel the policy. I don't want it and I also don't want any further deduction from my account. I will consult with my attorney if you attempt one more debit order. This is a disgraceful attempt at customer retention.
HN
Hamel N's update11 Jun 2025, 11:32
Reviewer Update
Hi. Please refer to your consultants notes. There was no suitable plan that could be offered which is why I signed up with Dotsure where I have already paid two premiums. Why is it such a problem to cancel with Oneplan. I am once again requesting a cancellation and reversal of past two payments. I have still had no response from the "Manager" . Please cancel the policy. I don't want it and I also don't want any further deduction from my account. I will consult with my attorney if you attempt one more debit order. This is a disgraceful attempt at customer retention.
HN
Hamel N's updateReviewer Update
24 Jun 2025, 16:05Despite all the so called interventions by the so called "Managers " I was contacted today to advise that I need to serve a further 30 days notice effective 1 August. My debit order Cancellation was dated 17 MARCH. They are saying that I accepted the continuation of the policy where as they couldn't compare with the offering from Dotsure. This is an absolute abuse of AEDO. My bank can't stop the AEDO whilst these leeches continue to deduct from my account. Please don't EVER accept AEDO from this company. I will NEVER do business with them again. I have sent another Cancellation request today. Hopefully they won't find another way to ***** me of a few more premiums.
HN
Hamel N's update24 Jun 2025, 16:05
Reviewer Update
Despite all the so called interventions by the so called "Managers " I was contacted today to advise that I need to serve a further 30 days notice effective 1 August. My debit order Cancellation was dated 17 MARCH. They are saying that I accepted the continuation of the policy where as they couldn't compare with the offering from Dotsure. This is an absolute abuse of AEDO. My bank can't stop the AEDO whilst these leeches continue to deduct from my account. Please don't EVER accept AEDO from this company. I will NEVER do business with them again. I have sent another Cancellation request today. Hopefully they won't find another way to ***** me of a few more premiums.