Incorrect premium adjustment

Complaint Regarding Incorrect Premium Adjustments and Repeated Debit Attempts

I am writing to express my disappointment and frustration regarding the handling of my recent address change request and the repeated unsuccessful debit attempts on my account.

I contacted Pineapple to notify them that I would be relocating to a new address effective June 2026. My understanding was that this change would only take effect from June onwards. However, shortly after providing this information, an amount of R37 was debited from my account. When I enquired about the reason for this charge, I was informed that it related to the address change, despite the fact that my May premium had already been successfully debited.

When I questioned how a future address change could affect a premium that had already been paid for May, I was advised that the charge had been raised in error and that the matter would be corrected. Two days later, I received another call informing me that the debit had again failed and that the amount would be deducted on 1 June. I had to explain the entire situation once more, after which I was again assured that the error had been resolved.

Unfortunately, on 28 May 2026, another debit attempt of R229 was made on my account. Following this, I received yet another call advising me that the debit had failed. When I asked for an explanation, I was once again told that the charge related to my address change. This directly contradicts the previous assurances that the issue had already been corrected.

What concerns me most is the apparent lack of communication and record-keeping regarding previous interactions and resolutions. I find it difficult to understand how the same issue continues to recur despite multiple promises that it has been fixed. Surely there should be documented records of customer interactions and actions taken on an account.

Additionally, it is extremely frustrating that there is no direct contact number available to address urgent matters. I have repeatedly requested callbacks through the chat platform, yet the issue remains unresolved. As a customer, I should not be required to repeatedly explain the same problem without seeing any meaningful progress toward a solution.

I would appreciate a clear explanation as to:

1. Why a change of address effective from June 2026 is impacting premiums that were already paid for May 2026. 2. Why repeated debit attempts continue to be made despite assurances that the matter was resolved. 3. What steps are being taken to permanently correct this issue and prevent any further incorrect deductions from my account.

I expect this matter to be investigated thoroughly and resolved without further delay. At present, the repeated debit attempts and inconsistent explanations give the impression that premium collection is being prioritised over customer service and issue resolution.

I look forward to receiving a prompt response and a definitive resolution to this matter.