JW
Janke W
1 reviews | Active since Jun 2021
01 Jul 2024, 15:50
UTTER DISGUST AND DISSAPPOINTING SERVICE!!!
THIS COMPANY IS HIGHLY UNPROFFESIONAL - THEY ARE VERY EAGER TO GET YOU ON BOARD BUT ONCE YOU CANCEL WITHIN THE COOLING PERIOD, THEY STILL DEDUCT YOUR MONEY FROM YOUR ACCOUNT WITHOUT CONFIRMING THE DEBICHECK OVER THE PHONE AND THEN NOW WHEN IT COMES TO REFUNDING ME IT ALREADY TOOK THEM 2 WORKING DAYS TO CHECK WHETHER OR NOT THE MONEY REFLECTS IN THEIR ACCOUNT NOWWWWWWWWWW THEY WANT 7 TO 14 WORK DAYS TO PAY ME MY R2200 BACK. THEY HAVE BEEN UNJUSTLY ENRICHED AND NOW THEY DONT WANT TO ESCALATE MY MATTER DUE TO THEIR MISTAKE!!!!! I REALLLY HOPE THAT A MANAGER SEES THIS AND THAT YOU CAN SEE MY UTTER DISSAPPOINTMENT IN YOU GUYS AS A PROSPECTIVE CLIENT - AND IF YOU DO BUSINESS LIKE THIS - I WILL NOT RECOMMEND THEM AT ALL!!!!!!!!
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Oneplan Insurance's replyOfficial
01 Jul 2024, 17:03Dear Janke,
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.
Kindly note that should clients not accept the Debi check mandate the debit order will still be scheduled for the listed date that was confirmed on the sales call, it just means that the bank account will not be tracked if the payment was not successfully collected.
Records on our system confirm that the selected debit date was the 26th of every month with the policy inception date being the 1st of July 2024. We received your initial request for cancellation on the 24th of June 2024 which was within the cooling-off period, however, due to your debit date being the 26th of every month the debit order was already sent to your bank.
When a payment is collected via debit order it may take up to 48 hours for the funds to clear and reflect on our side due to it being a business account. For bank account refunds certain waiting periods are applicable related to the flow of business, therefore the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 workings or sooner depending on the banks.
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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
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.
Kindly note that should clients not accept the Debi check mandate the debit order will still be scheduled for the listed date that was confirmed on the sales call, it just means that the bank account will not be tracked if the payment was not successfully collected.
Records on our system confirm that the selected debit date was the 26th of every month with the policy inception date being the 1st of July 2024. We received your initial request for cancellation on the 24th of June 2024 which was within the cooling-off period, however, due to your debit date being the 26th of every month the debit order was already sent to your bank.
When a payment is collected via debit order it may take up to 48 hours for the funds to clear and reflect on our side due to it being a business account. For bank account refunds certain waiting periods are applicable related to the flow of business, therefore the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 workings or sooner depending on the banks.
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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply01 Jul 2024, 17:03
Official
Dear Janke,
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.
Kindly note that should clients not accept the Debi check mandate the debit order will still be scheduled for the listed date that was confirmed on the sales call, it just means that the bank account will not be tracked if the payment was not successfully collected.
Records on our system confirm that the selected debit date was the 26th of every month with the policy inception date being the 1st of July 2024. We received your initial request for cancellation on the 24th of June 2024 which was within the cooling-off period, however, due to your debit date being the 26th of every month the debit order was already sent to your bank.
When a payment is collected via debit order it may take up to 48 hours for the funds to clear and reflect on our side due to it being a business account. For bank account refunds certain waiting periods are applicable related to the flow of business, therefore the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 workings or sooner depending on the banks.
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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
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.
Kindly note that should clients not accept the Debi check mandate the debit order will still be scheduled for the listed date that was confirmed on the sales call, it just means that the bank account will not be tracked if the payment was not successfully collected.
Records on our system confirm that the selected debit date was the 26th of every month with the policy inception date being the 1st of July 2024. We received your initial request for cancellation on the 24th of June 2024 which was within the cooling-off period, however, due to your debit date being the 26th of every month the debit order was already sent to your bank.
When a payment is collected via debit order it may take up to 48 hours for the funds to clear and reflect on our side due to it being a business account. For bank account refunds certain waiting periods are applicable related to the flow of business, therefore the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 workings or sooner depending on the banks.
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 the inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan