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Natasha N
1 reviews | Active since Aug 2022
16 Aug 2022, 14:57
Service is great when they are selling their product, but the after sales service is pathetic
Service is great when they are selling their product, but the after sales service is pathetic. I've been trying for 2 weeks now to get a debicheck sorted, with promises upon promises from their call agents to escalate the matter and provide feedback. I keep having to follow up with them as I'm constantly getting nowhere with the matter. The debicheck frees one from having to pay a R160 admin and card fee. In the interim they sent me an email that my account will be debited with my installment + the R160 fee.
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Oneplan Insurance's replyOfficial
16 Aug 2022, 16:42Good day Natasha,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we 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 sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we 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 that the Debi check mandate request is sent to your bank and then it is sent to your listed cell phone number directly from your bank. Should there be any type of network issues on the bank's side and the link is not received, unfortunately we have no control over this since the link is sent from your bank. The R160 card initiation fee will only be waived upon the accepted authenticated Debicheck mandate. At this stage we have received feedback that there is no response from your bank.
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
Oneplan Insurance's reply16 Aug 2022, 16:42
Official
Good day Natasha,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we 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 sincerely apologize for the circumstances under which your Hellopeter posting has reached us, and we 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 that the Debi check mandate request is sent to your bank and then it is sent to your listed cell phone number directly from your bank. Should there be any type of network issues on the bank's side and the link is not received, unfortunately we have no control over this since the link is sent from your bank. The R160 card initiation fee will only be waived upon the accepted authenticated Debicheck mandate. At this stage we have received feedback that there is no response from your bank.
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