Daylight *******

On 25 July, I was double debited for my Insurance premium (R914.55 to be exact). I logged this matter on 26 July and was assured that this is definitely a fault on your side and that the monies will be refunded. For the entire month of July, I called at least twice a week to find out the status of the matter. All I got told by the consultants is that they see that something is not adding up and that they will get back to me once they understand what is happening. I eventually managed to speak to a Team Leader Lebo who said that he, along with his manager was looking into this matter and will get back to me by the end of that day - He never did. I then had to call back and request feedback and all he could say was that he is sorry and that the matter is with the IT Department and that it will be resolved. He could also confirm that the reason why my matter is taking long is because he can see that I will be overcharged at the end of August again so everything needs to be resolved. On 23 August I was refunded with R158.14 (less than my debited amount) but I took as it would just mean that I won't be debited this month. Surprise Surprise - on 26 August my account was debited with R1014.35 - and again, it's more than my premium of R810.70!

I am tired with calling your business to fight for my own money! And then you have the fine cheek to still debit me more this month that what my premium actually is! I am so frustrated because it's ok with debiting your clients more than what they owe, but if I didn't have enough money in my bank account for the payment, I would have to pay bank fees AND I would not be covered for the month until payment can be secured. This is pure daylight *******.

I want this to be resolved IMMEDIATELY. My next steps is taking this matter to the Ombudsman if no-one calls me by today and rectifies this mess. In total, Outsurance owes me R960.06! You are putting me out of pocket for 2 months now! How is this fair? I want my money - I have been a loyal client for 4 years and I don't understand why I need to be treated this way. I spent at least 2 business hours on the phone with your people for the month of July. 2 hours may not seem a lot, but it's time taken out of my day to fight for what is mine!