JM
Jana M
1 reviews | Active since Dec 2009
19 Feb 2024, 13:29
Oneplan still operating in the age of the Dinosaur.
So, one plan, here is my story, the courier came to deliver my card today and asked for ID, which I'm not prepared to share, with a courier.
Spoke to Shannon, whom I fould inredibly arrogrant and ageist, after asking her to get a Manager to chat to me, they are hiding as usual.
Long story short, the courier asked me for an OTP before handing over the parcel, so, by requesting my ID you are safe guarding your card but not my personal details. Pity, one has to be signed up to a company to realize, you actually dont want to do business with them.
So, in this day and age could you come out of the stone age and provide options on getting the card to me, without shoving your process down my throat. Maybe its time to re-look your process, usually an FSP would not be using this courier company to deliver their cards, besides the card has not been activated, so, your whole process makes no sense.
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Replies (2)
Oneplan Insurance's replyOfficial
19 Feb 2024, 14:38Dear Jana,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
We genuinely acknowledge your concerns, and we would like to clarify that as part of our delivery process, all clients are required to provide their ID or driver's license to the courier for the successful delivery of the Onecard. This is a standard KYC (Know Your Customer) requirement, as the Oneplan card functions like a debit card and is linked to Standard Bank. The implementation of the OTP pin was done to enhance the security of card delivery.
Certain terms and conditions are always applicable. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
We genuinely acknowledge your concerns, and we would like to clarify that as part of our delivery process, all clients are required to provide their ID or driver's license to the courier for the successful delivery of the Onecard. This is a standard KYC (Know Your Customer) requirement, as the Oneplan card functions like a debit card and is linked to Standard Bank. The implementation of the OTP pin was done to enhance the security of card delivery.
Certain terms and conditions are always applicable. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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 to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply19 Feb 2024, 14:38
Official
Dear Jana,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
We genuinely acknowledge your concerns, and we would like to clarify that as part of our delivery process, all clients are required to provide their ID or driver's license to the courier for the successful delivery of the Onecard. This is a standard KYC (Know Your Customer) requirement, as the Oneplan card functions like a debit card and is linked to Standard Bank. The implementation of the OTP pin was done to enhance the security of card delivery.
Certain terms and conditions are always applicable. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
We genuinely acknowledge your concerns, and we would like to clarify that as part of our delivery process, all clients are required to provide their ID or driver's license to the courier for the successful delivery of the Onecard. This is a standard KYC (Know Your Customer) requirement, as the Oneplan card functions like a debit card and is linked to Standard Bank. The implementation of the OTP pin was done to enhance the security of card delivery.
Certain terms and conditions are always applicable. The terms and conditions of the policy must be adhered to and app**** fairly to all clients. We do have your best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
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 to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
JM
Jana M's updateReviewer Update
20 Feb 2024, 10:57So oneplan I was genuinely hoping that this issue can be resolved, however in steps Nonhlanhla.
Not too sure which planet you guys are on, but, how does me sending a copy of my ID to you and then you sending this to the courier company safe-guard my information (I could just as well do this directly with the courier), sounds like a brain dead suggestion to me. Besides threating me with de-activation of the card should I not comply with your process, is so pathetic and juvenile, its actually funny, if this was not a serious matter. If thats all you got I truly sympathize.
Not too sure which planet you guys are on, but, how does me sending a copy of my ID to you and then you sending this to the courier company safe-guard my information (I could just as well do this directly with the courier), sounds like a brain dead suggestion to me. Besides threating me with de-activation of the card should I not comply with your process, is so pathetic and juvenile, its actually funny, if this was not a serious matter. If thats all you got I truly sympathize.
JM
Jana M's update20 Feb 2024, 10:57
Reviewer Update
So oneplan I was genuinely hoping that this issue can be resolved, however in steps Nonhlanhla.
Not too sure which planet you guys are on, but, how does me sending a copy of my ID to you and then you sending this to the courier company safe-guard my information (I could just as well do this directly with the courier), sounds like a brain dead suggestion to me. Besides threating me with de-activation of the card should I not comply with your process, is so pathetic and juvenile, its actually funny, if this was not a serious matter. If thats all you got I truly sympathize.
Not too sure which planet you guys are on, but, how does me sending a copy of my ID to you and then you sending this to the courier company safe-guard my information (I could just as well do this directly with the courier), sounds like a brain dead suggestion to me. Besides threating me with de-activation of the card should I not comply with your process, is so pathetic and juvenile, its actually funny, if this was not a serious matter. If thats all you got I truly sympathize.