Unresponsive Company - Terrible customer service experience
Dear Pineapple Insurance Complaints Department,
I hope you are well.
I am writing to formally lodge a complaint regarding a vehicle insurance premium that was debited from my bank account, even though I never took delivery of the insured vehicle and the vehicle deal has since been cancelled.
Details are as follows:
Name: Miguel Labans ID Number: ***
The insurance policy was activated in anticipation of taking delivery of the vehicle. However, the vehicle purchase was cancelled before delivery took place. I have already submitted the official vehicle cancellation letter to Pineapple Insurance as requested.
Despite this, the premium was still debited from my bank account. I have also attempted to resolve this matter by sending multiple WhatsApp messages requesting a refund, but unfortunately I have received no response.
As the vehicle was never delivered and the purchase agreement has been cancelled, I respectfully request that the debited premium be refunded to my bank account as soon as possible.
Please treat this matter as urgent and confirm:
1. Cancellation of the policy linked to the cancelled vehicle. 2. Processing of the refund for the debited premium. 3. The expected timeline for the refund.
If this matter is not resolved within a reasonable timeframe, I will unfortunately have to escalate the complaint to the relevant regulatory bodies, including the Ombudsman for Short-Term Insurance.
I trust this matter can be resolved quickly and amicably.
Kind regards, Miguel Labans +***
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🍍
I would like to thank Pineapple Insurance for resolving my recent refund matter regarding the vehicle insurance policy that was debited from my account after the vehicle deal had been cancelled. I appreciate that the issue was eventually addressed and the refund processed.
However, I would like to share some constructive feedback regarding my experience.
Before the matter was resolved, I attempted several times to communicate with Pineapple through WhatsApp after submitting the vehicle cancellation letter. Unfortunately, I did not receive any response to those messages. The matter was only attended to after I posted a complaint publicly on HelloPeter.
As a customer, it was frustrating to feel that the issue was not being acknowledged through the normal support channels, especially when the situation was straightforward and documentation had already been provided.
I believe Pineapple Insurance has great potential and offers a modern, convenient insurance platform. However, improving response times and communication through your customer support channels would greatly enhance the overall customer experience and help build stronger trust with your clients.
My intention in sharing this feedback is simply to encourage improvement so that future customers do not have to escalate matters publicly before receiving assistance.
Thank you again for resolving the matter, and I hope this feedback will be helpful in strengthening your service processes.
Kind regards,
Miguel Labans
I would like to thank Pineapple Insurance for resolving my recent refund matter regarding the vehicle insurance policy that was debited from my account after the vehicle deal had been cancelled. I appreciate that the issue was eventually addressed and the refund processed.
However, I would like to share some constructive feedback regarding my experience.
Before the matter was resolved, I attempted several times to communicate with Pineapple through WhatsApp after submitting the vehicle cancellation letter. Unfortunately, I did not receive any response to those messages. The matter was only attended to after I posted a complaint publicly on HelloPeter.
As a customer, it was frustrating to feel that the issue was not being acknowledged through the normal support channels, especially when the situation was straightforward and documentation had already been provided.
I believe Pineapple Insurance has great potential and offers a modern, convenient insurance platform. However, improving response times and communication through your customer support channels would greatly enhance the overall customer experience and help build stronger trust with your clients.
My intention in sharing this feedback is simply to encourage improvement so that future customers do not have to escalate matters publicly before receiving assistance.
Thank you again for resolving the matter, and I hope this feedback will be helpful in strengthening your service processes.
Kind regards,
Miguel Labans