STAFF ERROR LEAVING CLIENT DESTITUTE

<p>My Santam home and car insurance policy premium increased suddenly in July 2017 to double the normal premium. On the 17th July 2017 I received an e-mail from a Roxy Claassen at OOBA with an appended insurance policy. My car's value was INCREASED on this policy from R270 000 to R349 000. The premium on the policy went from R859 to R935. On 2 August 2017, my bank alerted me to an amount of R990.89 that was deducted under reference INSURANCE IRS. I contacted OOBA to enquire why this amount was deducted and a lady by the name of Cash Adams advised me that I am not a client of OOBA, the insurance policy had been cancelled and could not explain why premiums are being deducted or why it is deducted. I phone Santam and the operator also advised me that my Santam policy is cancelled in their records and that, according to them, I am not a client of Santam and I am not insured by Santam any more. SANTAM advised me to liaise with OOBA as they cannot help me, since I cancelled my policy with them. I enquired as to whether this must not be done in writing by me, as client, with one month's notice and asked the operator to provide me with proof that I cancelled the policy or, alternatively, details of who did. The operator from Santam responded that 'his system does not show this information'. I also enquired how the policy could be cancelled as I premiums are deducted monthly. According to SANTAM, they have not received any premiums on this policy since May 2017!!!! Cash Adams from OOBA later the day phoned me and advised that she still does not have any feedback for me and advised that a lady by the name of Caitlin Meyer from Santam had cancelled the policy. They cannot tell me how and advised that there may be other clients for whom Caitlin Meyer also erroneously cancelled their policies. Cash Adams again confirmed to me that I am not insured with OOBA and they cannot explain the premium deductions and advised me to keep the policy that OOBA sent to me on 17 July 2017 in a safe place as that is my only proof to submit in a court if there should arise a claim prior to them sorting out the problem. At this point in time, though, OOBA will not assist me in the case that a claim arises as I am not their client!! SANTAM also advised me that it will be no use for me to contact them in event of a claim arising as my policy was cancelled. I forwarded an e-mail to both Santam and OOBA on 2 August 2017 to advise them that I am appalled by their service and I demand to know why I was not informed of a cancellation of my insurance contract with Santam and also who gave Caitlin Meyer authority to cancel it on my behalf. Moreover, I demanded to know who is deducting funds from my bank account! Both SANTAM and OOBA denied that they are receiving any premiums from me! I am left "uninsured", although I religiously paid my premiums and neither OOBA nor SANTAM responds to my legitimate queries. When I enquired how I must go about to cancel the debit order and contract that it relates to so that I can insure my vehicles and home contents through another insurer, I was advised by both Santam and OOBA that I cannot cancel as my policy is in cancelled status already. I am left in an untenable position as I cannot contract with another insurer as I cannot be 'double insured'. If the company picks up that premiums were deducted by OOBA or Santam, I will be unable to claim under any new contract of insurance. Not during any stage when Caitlin Meyer made changes to my contract did Santam contact me and advised me. Utmost bad service from both OOBA and SANTAM leaving me, as client, totally destitute. This after I have been a client of SANTAM since 2008 and I have been CLAIM FREE for the entire time!!! This is totally unacceptable.</p> <p> </p>