Oneplan taking money without use of the service

Good day Bradwin,

We sincerely 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. 

 

Kindly note according to our policy schedule that was sent to your listed email address under Premium Refunds (point 3) it states, should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the request for cancellation was sent after the 7-day cooling off period, there is a one (1) calendar month notice period for all cancellation requests.

 

Upon investigation, we discovered that the application for the cover was done on the 22nd of June 2023 with the policy inception date being the 01st of August 2023. We received your request for cancellation of the policy on the 20th of July 2023. Kindly note that the request for cancellation was sent after the 7-day cooling-off period.

 

Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. 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.

        

Kind Regards,

Oneplan

Dear Bradwin,

We have escalated your query to the relevant department, kindly provide us with a suitable time to contact you.

Looking forward to hearing from you soon.

Kind Regards,
Oneplan