Urgent Attention Required – Unresolved Refund and Ongoing Unauthorised Deductions

Dear Hellopeter Team, I trust this message finds you well.

I am writing to formally raise my concern regarding an unresolved issue with Santam, which has now become both financially and emotionally exhausting.

I have been a loyal Santam client for several years and have always appreciated the level of service previously provided. However, problems began when I added my daughter’s vehicle to my policy. Following that change, Santam started deducting significantly more than the agreed amount on multiple occasions. Each month, this matter had to be disputed, which has caused ongoing frustration and inconvenience.

Despite our best efforts and continuous assistance from our agent, Debbie — who has always offered excellent service — we have not received any resolution. Even she has been given the runaround by Santam.

We eventually made the decision to cancel the policy over two months ago due to this persistent issue. However, we are yet to receive the refund of R10,000 that is owed to us. To make matters worse, Santam has again debited an additional R10,000 from our account today, despite the policy having been cancelled for over two months. I was informed the matter is under investigation, but I fail to understand how further deductions are being made when the policy is no longer active and the original refund remains unpaid. This ongoing issue is now negatively impacting my monthly financial commitments including the payment of a new insurance policy, which was meant to be covered by the deducted funds.

With all due respect, I believe I have been extremely patient. I now request that this matter be escalated and resolved as a matter of urgency. Immediate feedback is required on the status of both the refund and today’s deduction, and I would appreciate a clear timeline of when I can expect the funds to be returned. I trust this will now receive the attention it rightfully deserves.

Kind regards M.I. Nkutha