GP
Gena P

1 reviews | Active since Jun 2018

20 Jun 2018, 11:28

Very disappointed-cancelling my cover!!!

Very disappointed. I've been with platinum life for over a year. I took out a cancer policy and I've enjoyed being with them until these past 3 months. They always checked up if I wanted to increase my cover the answer was always no not because I wasn't happy but because the economy is not very good right now and for the year that I was with them the consultants always listened and obliged to my wishes, until a few months ago a lady called me saying that I was one of a select few that qualified for a special increase on my cover basically doubling my cover which meant obviously doubling my premiums. I told the lady that I am pregnant and I was planning my wedding I could not afford to increase my cover. She then told me I should just look over the documents and see the new benefits and she would call me back at the end of the month to find out if I would like to take the increase. I never received any new paperwork and she never called me back on my decision BUT at the end of the month DOUBLE my normal premium was debited. This has happened now for 3 months and still nobody has called me. I never consented to an increase in cover and now I have money getting taken without my permission. I told the lady I am pregnant she obviously did not listen and was only concerned with upselling now i am so done with this policy I've lost so much money that could have went toward my babys stuff. Very disappointed. I am closing this policy asap. Don't want anything to do with them, very selfish and inconsiderate.

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Replies (3)
Platinum Life
Platinum Life's reply22 Jun 2018, 13:10
Official

Dear Gena,

Thank you for taking my call.

I apologise that the sales consultant did not heed to your request and did not understand your current circumstances.

I have submitted a refund for the upgrade premiums and I have also logged your cancellation. Someone will be in contact to finalise the cancellation with you and to do a legal closure.

Please contact us on ***for any further assistance.

Kind regards,

Tanja Yildirim

Kind regards,

Tanja Yildirim

GP
Gena P's update25 Jun 2018, 21:59
Reviewer Update
My biggest mistake ever taking cover with you platinum life. Seriously??? I don't understand you guys. You refund the extra money that you've taken only to debit it all out of my account once again??? AFTER my policy has been CANCELLED already. Please get yourselves in order I JUST spoke to one of your consultants THIS MORNING and I thought you guys would make this right only to ***** UP once AGAIN. NEVER going to come back and reopen my policy. Absolutely ridiculous.
Platinum Life
Platinum Life's reply27 Jun 2018, 08:37
Official

Dear Gena,

I have tried calling you with regards to the complaint, but have not been able to reach you.

I do apologize that another premium has been deducted. Your policy was cancelled on the 20th of June 2018, as per your conversation with Tanja but the premium that was deducted was already sent through to the bank on the 31st of May, and unfortunately it was out of our control to stop it.

A refund for the upgrade difference for March, April and May was paid into your account yesterday. We will also arrange to refund the outstanding amount and this will be paid into your account as soon as possible.

On behalf of our client care team we apologise for your experience. We take exceptional pride in our high standard of service and as such we will ensure your concerns will be rectified immediately.

Your policy is currently Frozen as confirmed by Tracy on the 25th of June.

Please do not hesitate to give me a call on *** if there is anything else that I can assist you with.

Kind regards,

Simoné Venter

Client Relationship Specialist & Client Care Supervisor