Pathetic Service

Well lets start from the beginning since I had to repeat this story to 4 different consultants and still no feedback.

My debit for insurance premium of R1520.41 goes off every month of the 21st. On the 21st according to my knowledge the debit went off my account and was successful, I did not receive a failed debit message.

On the 27th of September I receive a message from my bank:

• FNB :-)Transaction failed. R1520.41 unsuccessful payment to cheq a/c..519680.Ref.Unpaid. 27Sep 09:15

Knowing that this is the only debit with the above amount that belongs to Outsurance I called ***on the 27th of September from my number *** and below are the consultants I spoke to:

Consultant 1 Sipho: after speaking to Sipho and querying whether I have any outstanding payments to Outsurance , Sipho confirmed that my payments were up to date and there were no payments due to me.

Consultant 2 Paul: to make sure I call again on the 27th and spoke to Paul who like Sipho confirmed that I have R0.00 payments due to Outsurance for the month and even mentioned that this could be the new debit system being used.

After both Sipho and Paul confirmed that I have R0.00 payments I get the below SMS from Outsurance this time on the 28th of September.

A day after I called in to query coincidentally after I had called in.

OUTSURANCE OT***0 Personal. Unpaid Premium. We will deduct R1520.41 from your account on 07/10/2019.If this is also unpaid, there will be no cover for the period.

WoW what a lovely surprise you certainly know how to get everything out.

Continuing with my story I then called in again and spoke to Daniel and advised him of the entire interaction with Sipho and Paul.

I even advised him of what to investigate, which I will AGAIN explain on this complaint:

1. Listen to the calls to Sipho and Paul, both advised that my account was up to date and I owed R0.00

2. Check with you I.T team why my account was debited on the 27th.

Listen to the call with Daniel, I was fair to allow 48 hour to get back to me, as the call was on a Saturday. Daniel agreed that someone senior will get back to me by Tuesday COB. Looking at the date and time this complaint is being logged 48 hours have passed.

I then called today the 1st of October to follow up on my query and another consultant (forgot his name) advise that he had sent a follow up, still no response or call. So this is what is going to happen and what I expect before I escalate to the Ombudsman.

1. A senior manager is going to look into this complaint. 2. Before calling me this manager is going perform a thorough investigation into the complaint by listening to all my interactions with all the service consultants. If I get a call from this manager and he or she does not have his/her facts in order, there will be consequences.

Below is the solution I expect:

I refuse to be debited again for an amount of R1540.21 on the 7th as both times I called in I was advised that R0.00 was due by me to Outsurance. I request that this amount be written off due to the fact that I was told that R0.00 is due to me on the 27th by both Paul and Peter. Furthermore had I not called in to query this amount you would have not been made aware of it.

I expect a call by at tomorrow by 13:00.

Kind Regards