So disappointing

By far the most disappointing experience with Outsurance. I am a new OutVest client. I simply want to update the debit order collection date. The APP doesn't even have anything Outvest related! So I use the life connection and request call back, stating in BOLD, that my request is an Outvest query. The life agent calls me, and says, I see you want to update your life collection date, obviously not reading my comments (1st surprise). I then explain what I need, and he does not know about Outvest (2nd surprise). He then asks someone else, and tells me that I have to go online and use the app to make the change(3rd surprise). I then share my disappointment, and that this is the 1st time ever that I am receiving this sort of experience, ie. Outsurance making their problem, my problem. Only then does he go to his manager for assistance. And comes back offering me a telephone number to call the Outvest team. (4th surprise).

Why am I surprised? Because Outsurance never leaves a client to solve for themselves, they usually find a way to resolve a client query no matter what area of their various business I might be in.