Misrepresentation, Commission Abuse & Unauthorised Salary Deductions by Assupol Agent

Good morning

I received my refund yesterday for three policies out of four. I need some clarity as to why policy IM***4 has not yet been refunded as I cancelled all four.

I haven't received any email. I would like some feedback on the above policy. I haven't received a refund for it. Can I have a reason for that, it's that simple. When you guys made deductions on my salary, you deducted once, so why am I now being refunded bits by bits?

What's the reason it was processed separately?

I just got this message from Assupol

"Dear Mngadi. Your complaint (noC***) has been resolved. Thank you for your patience. For assistance contact *** or ***. Assupol"

How was this complaint resolved? What happened to the agent that misled me? I need details as to how this complaint was solved as opposed to just sending me a message saying the complaint has been resolved. Lastly, I hear that there is a possible deduction on my salary again this month which will be refunded in February. I just want to say that I intend on contacting the Ombudsman and seek further legal action against Assupol should there be deductions on my salary this month. I cancelled all these policies on the 12th of November 2025 so we can't still be dealing with this issue in the new year. What steps did you take against the agent that misled me? Did you also confirm if the said agent is a manager at Assupol as she's parading as one??

As you always say and that never happens.

That specific text was sent long time ago. My argument here is the latest message I just received informing me that my complaint has ben RESOLVED. Now my question is, how was it resolved? You can't just say my complain has been resolved but are failing to provide me with steps as to how it was resolved.

I see, should I not get feedback from you guys before close of business tomorrow, I'm coming back here.

I am extremely dissatisfied with how Assupol has handled my complaint.

Despite cancelling all policies in November 2025 and submitting a formal written escalation, Assupol has again deducted money from my salary this month. This means I am suffering ongoing financial prejudice due to Assupol’s internal failures. What makes this even more unacceptable is Assupol’s response to my enquiry regarding action taken against the agent. I was informed as follows:

“We refer to your complaint and to prevent re-occurrence of the poor conduct experience you received from the agent, please accept our apologies and reassurance that the matter has been addressed with the individual involved and corrective measures will be implemented such as coaching for the agent and reinforcement of guidance.”

This response is shocking. An agent who misrepresented policies, abused upfront commission, and caused unauthorised deductions from my salary is merely being “coached”, while I continue to suffer financially including during December and now again this month. Assupol has:
1.Acknowledged agent misconduct,
2. Failed to stop ongoing deductions,
3. Failed to protect me as a consumer, and
4. Failed to provide meaningful consequences for ********* behaviour. I find it unacceptable that the agent continues to earn a normal income while I am financially strained as a direct result of this misconduct. I am therefore formally advising that I will be escalating this matter to the FAIS Ombud and will be requesting:

1. Immediate reimbur*****t of all unauthorised deductions,
2. Written confirmation that deductions have permanently ceased, and
3. Regulatory action against the agent, including blacklisting from the financial services sector.

Consumers deserve protection — not apologies while the harm continues.

Hi. It's the 2nd day of the new month. What is the status of my January refund? I have bills to pay.