Continue debiting after cancellation & arbitrary premium increases of 40% & double debiting
We cancelled verbally on a call with Platinum Life in July 2025 and they continue to debit every month after the cancellation. We just keep reversing (although we pay bank fees to do this) and they don't listen. Latest was we sent them an email and they haven't even responded or called as requested.
Other thing we picked up on our statement (went back a year) is that they change the premium as they wish - some of the amounts are the same but quite a few are different with double debiting and increases of 40% only one month after the annual increase.
What you are doing Platinum Life is ethically very wrong and ******* - you cannot and will not debit our account without authorization.
We will pursue this legally should you continue to debit and carry on with this!
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Platinum Life's replyOfficial
31 Oct 2025, 09:49Dear Rob,
I’ve looked into this matter and would like to share some feedback with you.
Our email department received your cancellation request yesterday, and it has been logged on our system. All future premium collections have been stopped with immediate effect. A cancellation consultant will be in touch with Mrs. Ackermann within the next week to confirm the cancellation and ensure everything is in order.
At this stage, we have no record of a cancellation request received in July 2025. However, I’ll follow up to check whether any calls were made to or received from the contact details we have on record to make sure we review this thoroughly on our side.
Please note that when a premium is not collected, an SMS and email notification are automatically sent to the policyholder. A double premium is then requested the following month to keep the policy up to date. We can also provide a record of all correspondence sent, should the policyholder wish to review it.
Please do not hesitate to contact us if there is anything else we can assist with while this matter is being finalized and investigated on our side
Kind Regards
Simone VenterClient Relationship Specialist and Client Care Supervisor
I’ve looked into this matter and would like to share some feedback with you.
Our email department received your cancellation request yesterday, and it has been logged on our system. All future premium collections have been stopped with immediate effect. A cancellation consultant will be in touch with Mrs. Ackermann within the next week to confirm the cancellation and ensure everything is in order.
At this stage, we have no record of a cancellation request received in July 2025. However, I’ll follow up to check whether any calls were made to or received from the contact details we have on record to make sure we review this thoroughly on our side.
Please note that when a premium is not collected, an SMS and email notification are automatically sent to the policyholder. A double premium is then requested the following month to keep the policy up to date. We can also provide a record of all correspondence sent, should the policyholder wish to review it.
Please do not hesitate to contact us if there is anything else we can assist with while this matter is being finalized and investigated on our side
Kind Regards
Simone VenterClient Relationship Specialist and Client Care Supervisor
Platinum Life's reply31 Oct 2025, 09:49
Official
Dear Rob,
I’ve looked into this matter and would like to share some feedback with you.
Our email department received your cancellation request yesterday, and it has been logged on our system. All future premium collections have been stopped with immediate effect. A cancellation consultant will be in touch with Mrs. Ackermann within the next week to confirm the cancellation and ensure everything is in order.
At this stage, we have no record of a cancellation request received in July 2025. However, I’ll follow up to check whether any calls were made to or received from the contact details we have on record to make sure we review this thoroughly on our side.
Please note that when a premium is not collected, an SMS and email notification are automatically sent to the policyholder. A double premium is then requested the following month to keep the policy up to date. We can also provide a record of all correspondence sent, should the policyholder wish to review it.
Please do not hesitate to contact us if there is anything else we can assist with while this matter is being finalized and investigated on our side
Kind Regards
Simone VenterClient Relationship Specialist and Client Care Supervisor
I’ve looked into this matter and would like to share some feedback with you.
Our email department received your cancellation request yesterday, and it has been logged on our system. All future premium collections have been stopped with immediate effect. A cancellation consultant will be in touch with Mrs. Ackermann within the next week to confirm the cancellation and ensure everything is in order.
At this stage, we have no record of a cancellation request received in July 2025. However, I’ll follow up to check whether any calls were made to or received from the contact details we have on record to make sure we review this thoroughly on our side.
Please note that when a premium is not collected, an SMS and email notification are automatically sent to the policyholder. A double premium is then requested the following month to keep the policy up to date. We can also provide a record of all correspondence sent, should the policyholder wish to review it.
Please do not hesitate to contact us if there is anything else we can assist with while this matter is being finalized and investigated on our side
Kind Regards
Simone VenterClient Relationship Specialist and Client Care Supervisor
's updateReviewer Update
31 Oct 2025, 10:25Thank you for stopping collections although I will wait to see in the following month if what you say ties up with what actually happens.
Ok, could you tell me why they never cared to even respond yesterday on email (we have received your request etc)? Nothing, not a call, not an email? No confirmation or acknowledgement?
Again, Ms Ackerman cancelled on the 5th July on a verbal call - she has confirmed this with me a few times.
There is no explanation for the premium "jumping" from R387 (month of annual increase) to R541? How did this premium jump 39.5% in one month?
Come on.
Please contact Ms Ackerman
Ok, could you tell me why they never cared to even respond yesterday on email (we have received your request etc)? Nothing, not a call, not an email? No confirmation or acknowledgement?
Again, Ms Ackerman cancelled on the 5th July on a verbal call - she has confirmed this with me a few times.
There is no explanation for the premium "jumping" from R387 (month of annual increase) to R541? How did this premium jump 39.5% in one month?
Come on.
Please contact Ms Ackerman
's update31 Oct 2025, 10:25
Reviewer Update
Thank you for stopping collections although I will wait to see in the following month if what you say ties up with what actually happens.
Ok, could you tell me why they never cared to even respond yesterday on email (we have received your request etc)? Nothing, not a call, not an email? No confirmation or acknowledgement?
Again, Ms Ackerman cancelled on the 5th July on a verbal call - she has confirmed this with me a few times.
There is no explanation for the premium "jumping" from R387 (month of annual increase) to R541? How did this premium jump 39.5% in one month?
Come on.
Please contact Ms Ackerman
Ok, could you tell me why they never cared to even respond yesterday on email (we have received your request etc)? Nothing, not a call, not an email? No confirmation or acknowledgement?
Again, Ms Ackerman cancelled on the 5th July on a verbal call - she has confirmed this with me a few times.
There is no explanation for the premium "jumping" from R387 (month of annual increase) to R541? How did this premium jump 39.5% in one month?
Come on.
Please contact Ms Ackerman