1 reviews | Active since Oct 2022
Poor communication and unexplained premium hikes
I am extremely disappointed with the current level of service from Pineapple. My recent monthly premium was debited at a significantly higher amount, over R1,200 more than my agreed-upon rate, without any prior notification or explanation.
While I have tried to resolve this through their digital channels, the experience has been incredibly frustrating. There is no direct customer care line to speak to a human being, and despite multiple "back and forth" emails and assurances that someone would contact me, I am still waiting for a phone call.
I have specifically requested a call during a set window (12:00 – 14:00) to resolve this discrepancy and arrange a refund, yet my requests continue to be ignored. A digital-first insurance model only works if the support team is actually responsive when things go wrong.
I am still waiting for Pineapple to reach out and fix this unauthorised debit.
We sincerely apologize for the frustration you have encountered, and we are eager to help you.
Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us.
Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.
The Complaints Team🍍
We sincerely apologize for the frustration you have encountered, and we are eager to help you.
Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us.
Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.
The Complaints Team🍍
While I appreciate the apology and the commitment to improving your service standards, I must highlight that I have already received a call from a consultant who assured me that my refund would be processed and paid.
Despite that assurance, I am still waiting for the funds to reflect. I hope your investigation can prioritise the immediate release of this refund to rectify the matter once and for all.I look forward to a prompt resolution.
While I appreciate the apology and the commitment to improving your service standards, I must highlight that I have already received a call from a consultant who assured me that my refund would be processed and paid.
Despite that assurance, I am still waiting for the funds to reflect. I hope your investigation can prioritise the immediate release of this refund to rectify the matter once and for all.I look forward to a prompt resolution.