No response from consultant for 3 days despite being active on the app

I am extremely disappointed with the level of communication I have received from Pineapple.

I have been dealing with Precious regarding a sensitive SAFPS/underwriting matter. I have responded to her messages, provided the information requested and asked for the matter to be escalated to management/senior specialists.

However, I have now been waiting for a response from Precious for 3 days, despite following up with her.

What is particularly frustrating is that the Pineapple app shows that Precious is active, yet my messages are not being responded to.

I was also promised letters/documentation that I need to submit to TransUnion, but I have still not received any of them. I have checked my inbox and junk/spam folders.

I need these documents to dispute two incorrect iWYZE accounts appearing on my credit profile:

* R1,369 – opened 31 October 2024 * R496 – opened 26 March 2026

I have repeatedly requested the promised documentation but have received no response.

At the same time, my Pineapple debit order has gone off, which makes the lack of communication even more concerning. I need confirmation of whether my policy remains active and whether I am still fully covered.

I have been completely transparent with Pineapple regarding my circumstances and have made every effort to cooperate. I don’t think it is unreasonable to expect a response, particularly when there are outstanding documents, an underwriting/cancellation issue and an active insurance policy involved.

I am requesting that management urgently intervene and provide me with:

1. Confirmation of my current policy status and whether I remain covered; 2. The cancellation letter that was promised to me; 3. All outstanding documentation required for my TransUnion dispute; 4. An update on the underwriting decision and escalation I requested; and 5. A proper response to the concerns I have raised.

I have now allowed 3 days for a response and have received nothing meaningful. If I continue to receive no response, I will have no option but to escalate this formally through HelloPeter and the appropriate complaints channels.

I would have preferred resolving this directly with Pineapple, but the continued lack of communication is unacceptable. I hope management can urgently intervene and resolve this.