POOR SERVICE

I have sent a “change of beneficiary form” on the 14th February 2019. I basically added another beneficiary to my life policy. To my surprise, debit order that went through on the 01 March 2019 was double, which was incorrect as I only requested to add a beneficiary not to increase the value of my cover nor the premium. I phoned PPS call center to find out what’s happening, the agent who assisted acknowledged that the instruction was not actioned properly, she will investigate and come back to me. We agreed that I will reverse the incorrect debit order and I have to do a manual payment, requested her to send me banking details. No banking details were received. To this day, no feedback was provided. I phoned the call center again on the 07th March 2019 around 09:25, spoke to Alex Makhubu (Call Reference Number: AM ********** 70932) and explained to him what happened, requested the banking details so that I can do manual payment and he sent the banking details via e-mail. I have done manual payment amounting to R425.60 on the 07th March 2019 (e-mailed proof of payment to ********** Received an e-mail on the 12th March 2019 acknowledging receipt of the deposit and that the It has allocated accordingly. Shockingly, On the 15th March 2019 received another e-mail stating outstanding premium payable and I ignored it as mine were up to date. On the 25th April 2019, received an e-mail from Gugu Mtsholongo (CreditControl1) stating that debit order was returned unpaid and they “can arrange to collect the outstanding amount on the 01 May 2019 premium as a once-off collection to bring your benefits up to date” * Monthly Premium – R 426.50 * Outstanding premium – R 2,133.40 - Including May 2019) With attachment showing that my closing balance is zero.

How can a debit order be returned unpaid when it didn’t even hit my bank account?? I then rep**** the same day requesting breakdown of R 2 133.40, I checked my bank statement and realized that no debit order went through on the 01st April 2019, I informed her that the only outstanding amount would be for the 01st April and don’t understand why it didn’t go through as my banking details hasn’t changed. I attached POP done on the 07th March relating to 01 March 2019 and reference letter from the bank showing my banking details. I did not receive any feedback from her. I checked my bank statement on the 02nd; 03rd May 2019 and realized that the debit order didn’t go through again. Tried calling Gugu on ********** and it was just ringing. On the 07th May 2019, I have done a manual payment of R854 (for 01st April and 01st May, sent proof of payment to ********** and also ********** with both POP’s - the one made in March and May). No feedback received from PPS staff. On the 13th May 2019, tried calling Gugu several times and it was just ringing. I sent another e-mail to ********** & ********** Around 09:48 phoned PPS call center, spoke to Mosa Sibanyoni, I explained the whole story and requested him to check the status of my account and he said it’s up to date and I have a refund of approximately R500 awaiting approval which was unexpected for me. He briefly explained the reason for the refund as I asked him which didn’t make sense still. I checked my bank statement on the 15th May 2019 and saw that there was debit order of R1 706.9 to my surprise, I tried phoning Gugu on ********** several times and it was just ringing. I then phoned call center, I asked the agent to put me through to CreditControl so that I can discuss with the relevant people however she said it’s not possible. When I mentioned that Gugu sent an e-mail and I wanted to talk to her, she tried to put me through but there was no answer. She then said she will make notes and send accounts / credit control an e-mail to contact me. I asked her what’s the breakdown of R1 706.9 and she said based on the notes made: R853 arrears plus R426.50 for May and R426.50 for June. May has not even ended but they are already collecting for June?? How possible is this?? On the 16th May 2019 around 16:23, I received a call from the agent who tried to help me a day before. She informed me that she received feedback from accounts , they have done a reconciliation and they want to find out what I would like to do with the refund I have, I asked her how much it is, she said R400 and something. Told her that there’s no way my refund can be roughly R400 when I have made manual payments of R1 279.6 on top of R1 706.9 debit order that went through on the 13th May 2019. She told me that Nthabiseng is now handling my case. I am really frustrated with incompetence of PPS, how difficult is it to do a proper reconciliation and provide meaningful feedback? It’s ridiculous. Had the initial instruction of changing beneficiaries been actioned correctly, we wouldn’t be in this situation. It appears that accounts and credit control do not know what they doing and frustrate us in the process. Trying to contact PPS has been nothing but fruitless and annoying. I am so going to reverse unauthorized debit order with my bank. I am sick and exhausted with this and expecting PPS to debit my account on the 01st June 2019 with correct premium. The service is beyond appalling.