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w.vanniekerk w.vanniekerk
1 reviews | Active since Mar 2017
15 May 2025, 07:06
Oneplan Pet Insurance taking more money from my account than agreed
Oneplan Pet Insurance taking more money from my account than agreed. When I question this they ignore me and 2 days after my query they take even more from my account without any explanation or proof.
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Oneplan Insurance's replyOfficial
15 May 2025, 08:15Dear Wilna,
Thank you for bringing this matter to our attention.
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.
We have reviewed your complaint and would like to thank you for taking our call to discuss the matter.
As discussed on the call, there was a system error that was triggered when the request to remove your fur baby from the policy was processed, and this led to the adjustment of the premium through an extender that was re-activated, hence the incorrect debit processed.
This has been rectified and it leaves a credit on the policy. As discussed, the credit will remain on the policy until your next debit and you will be debited less for the premium.
Once again, we sincerely apologize for any inconvenience caused and appreciate your patience and understanding through the process of rectifying the matter.
As discussed on the call, there was a system error that was triggered when the request to remove your fur baby from the policy was processed, and this led to the adjustment of the premium through an extender that was re-activated, hence the incorrect debit processed.
This has been rectified and it leaves a credit on the policy. As discussed, the credit will remain on the policy until your next debit and you will be debited less for the premium.
Once again, we sincerely apologize for any inconvenience caused and appreciate your patience and understanding through the process of rectifying the matter.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply15 May 2025, 08:15
Official
Dear Wilna,
Thank you for bringing this matter to our attention.
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.
We have reviewed your complaint and would like to thank you for taking our call to discuss the matter.
As discussed on the call, there was a system error that was triggered when the request to remove your fur baby from the policy was processed, and this led to the adjustment of the premium through an extender that was re-activated, hence the incorrect debit processed.
This has been rectified and it leaves a credit on the policy. As discussed, the credit will remain on the policy until your next debit and you will be debited less for the premium.
Once again, we sincerely apologize for any inconvenience caused and appreciate your patience and understanding through the process of rectifying the matter.
As discussed on the call, there was a system error that was triggered when the request to remove your fur baby from the policy was processed, and this led to the adjustment of the premium through an extender that was re-activated, hence the incorrect debit processed.
This has been rectified and it leaves a credit on the policy. As discussed, the credit will remain on the policy until your next debit and you will be debited less for the premium.
Once again, we sincerely apologize for any inconvenience caused and appreciate your patience and understanding through the process of rectifying the matter.
Kind regards,
Oneplan.
Oneplan.