Months of Poor Service, Administrative Errors and No Accountability

After months of trying to resolve this matter directly with Black Cygnet, I feel I have no option but to share my experience.

This has never been about avoiding payment. I have always ensured my premiums were paid. After my debit order was returned, I followed the advice given by their consultant made an EFT payment immediately, and sent proof of payment. Despite this, a debit order was still processed, resulting in unnecessary bank charges.

Only after querying the charges was I informed that a debit order could not be stopped once submitted and that EFT payments needed to be made several working days before the debit date. This was never communicated to me beforehand. Had it been, the entire situation could have been avoided.

To make matters worse, my proof of payment was only allocated later and I continued receiving conflicting information from different consultants.

I have repeatedly requested reimbur*****t of the bank charges as they were caused by Black Cygnet's poor communication and administrative delays. Unfortunately, this has been ignored, while I continue receiving unsatisfactory responses instead of answers.

This month again , pop was emailed only to find debit order was also taken off and when queried I was advised the reference numbers should have been seperate. Despite the eft I see on 7 July R50.20 was debited from my account without my authorisation ,neither being informed of the deduction.If funds were unaccomodated this would again have resulted in bank charges!

All I have asked for is:

An explanation as to why debit orders were processed after my EFT payment. Reimbur*****t of the unnecessary bank charges. Assurance that this will not happen again.

This isn't about the amount involved it's about accountability and fair customer service. I hope senior management reviews the full history of this matter and ensures that no other customer has to go through the same experience.