7 day rules for Company issue

It is with great sadness that a once upon a time fav brand of mine from an insurance perspective has become my least fav.

I have been query debit orders that Santam did from my account and below is the mail and response I have been getting from them:

From: Mogotsi, Molebo Sent: 09 March 2018 12:47 PM To: Nosipho Mangesi (Santam) Subject: CAS-25527-N4M2L1 - Case Creation Successful CRM: ********** 005170 Importance: High Hi Nosipho I called Santam 26 February 2018 querying a debit order – apologies now as we spoke around 12:25pm I said I called on the 1st which was incorrect as my first call to Thembisa was the 26th. While on the call on the 26th I ran out of airtime so of course because I know you guys won’t call me back I made the call where a very kind gentleman helped me and advised they will escalate the matter however it already read in the notes that Thembisa had escalated to the manager as per what the guy advised. 27th of February I called again because NOTHING had happened and that’s when I received the above case number, on the of Feb at 8:55AM on ... (email address removed) I called again Monday 5 March as once again NOTHING was done. Fortunately for me the same guy who was assisting answered and confirmed that the money will be deposited into my account within 4 days which makes it today. 1. I had to make means to borrow or ***** money so that my debit orders don’t bounce and following Monday conversation I have people who are expecting their money back today. 2. Throughout my phone call from the 26th Of Feb I advised that I wanted my money deposited back IMMEDIATELY because of the debit orders on the 1st of March and no one said anything. 3. Today at this present moment my account is sitting on -R51 You advised that the process is 7 days… working days meaning I am now on 9 days. I don’t care internally who dropped the ball where and what department is doing and how. I communicated to SANTAM and I expect them to deliver TODAY. I would like my money to be put in my account today (finance department can select pay now/clear now) so it can happen today, I too work with customers. You are more than welcome to pull all the recordings from the above to verify my conversation to you. I would appreciate it to receive comms and my account to go back to positive with your cooperation. PS its sad that on the 19th of June 2017 I tweeted how amazing SANTAM is, you welcome to pull that tweet (username – Lebo Mogotsi) and today I have to send such petty emails. I hope you will speed up the process as we have 4 hours before the day ends. Kind Regards Lebo

Santams response:

Good day Miss Mogotsi I have received the complaint and thank you for the below , as mentioned on the call , the matter was brought into my attention on the 5th March and that’s when I escalated the matter to accounts and to my knowledge it was a first request , however that is not the excuse not to deliver the customer service we promise to clients. We believe in acting in a good and proper manner and the experience you have had falls short of this. I have escalated the matter to accounts and just contacted them however the Manager will be available at 13:45 . As soon as I receive feedback form her , I will be in contact with you . Kind Regards

Good day Miss Mogotsi The refund of R4310.85 has been processed and will be available on Wednesday 14/03/2018 as per accounts department feedback . Kind regards Nosipho Mangesi

My response:

Hi Nosipho

That is not acceptable that makes it 12 WORKING DAYS and it was communicated and recorded that I will get my money by TODAY. Please make a plan and feedback.

Thanks Lebo

How do things work in SA? Inconvenience a client and have them sort themselves out... Is that how it is?