Assupol

I took out an Assupol funeral policy for my mom in March for R256.00, my bank account was debited for the 1st instalment in April 2023 (I had asked them to debit through Persal as I am a govt employee(this was never actioned, so the 2nd debit order Returned unpaid) when the 3rd debit order went was sent to my bank account, it also returned unpaid as i was no longer using that bank account and Assupol was supposed to debit from my salary instead of my bank account.

Assupol was no longer debiting my bank account. Then about 4 months later, Assupol sales agent came to our workplace to sell us more funeral covers, i then asked one of the agents to check for me on what had happened to my policy because i had asked them to debit directly from my salary and they never did, the Assupol agent then called the Office and gave whoever she was talking to my ID number, to check the status of my policy. They then checked on their system and advised that the First policy was inactive due to unpaid debit orders.

The Assupol agent then advised me to sign a new contract for R303.75 which will be debited from my Salary(Persal) and from October 2023, Assupol debited from my Salary the amount of R303.75 but upon checking my bank statements, i noticed that they have also debited R256.00 from my bank account for the INACTIVE POLICY.

I filed a complained and put in a refund request with Assupol and this is their response:

We refer to your complaint and provide the below feedback. Our Sales Management team have provided feedback and their findings are that:

1. The rep assisted with arranging for the deductions to go off on your salary as per your request. 2. It’s the client’s responsibility to cancel the ACB policy as the rep is not allowed to carry cancellation documents with them. 3. The rep is not accredited for the ASDIR policy and does not know how the deductions are working, this policy is taken telephonically, and it remains the client’s responsibility to check the deduction options with the Assupol (ASDIR) direct policies.

Please be informed that a refund for the months November and December is not recommended due to the above information.

We will proceed to close the complaint accordingly.

I do not understand their findings, because the policy was inactive, why did they debit my bank account?