TL
Tsholofelo L
1 reviews | Active since Dec 2018
14 Oct 2022, 17:27
Disgusting customer service
I am so disgusted by the service we received today from your customer service and complaints department. My mom made a claim with Finrite months ago and she paid her excess fee and went Jet for them to fax the proof of payment, she was told she will be contacted, then Finrite was liquidated and she was told to call Sohva. We have on the phone for moths with your rude consultants and we still do not have the phone, Today we call again using our own airtime as usual and my mom spoke to Tshepo Skamane, who got irritated ad he started at my mother who is sickly, my mother then asked to speak to a manager and Tshepo kept her on hold for 20 mins, only to be transferred to the complains department. I then decided to take over the call as my mother was not okay and no longer wanted to speak to your people. I got through to Jarod, who was also RUDE and never gave me a chance to speak. The customer service at Sohva is very appalling, it's disgusting. My mother wants her phone, she PAID a full excess fee and she paid her premiums very month, Sohva are ********.
Helpful (0)
Replies (5)0
Replies (5)
Sohva's replyOfficial
15 Oct 2022, 10:44Hi Tsholofelo, we are sorry for the frustration you've experienced. Our complaints team has given you a call and we are currently busy working on your complaint.
Sohva's reply15 Oct 2022, 10:44
Official
Hi Tsholofelo, we are sorry for the frustration you've experienced. Our complaints team has given you a call and we are currently busy working on your complaint.
TL
Tsholofelo L's updateReviewer Update
18 Oct 2022, 09:35My mom was promised a call back last week a call back yesterday and she was also told that she will receive her phone before the 20th of October, no one has contacted her yet.
TL
Tsholofelo L's update18 Oct 2022, 09:35
Reviewer Update
My mom was promised a call back last week a call back yesterday and she was also told that she will receive her phone before the 20th of October, no one has contacted her yet.
Sohva's replyOfficial
18 Oct 2022, 13:52Hi Tsholofelo - our complaints team has confirmed that they have tried to reach the policyholder on the contact number provided as well as the number linked to this message, but they haven't been able to get through. There is some outstanding information required from the policyholder in order to move forward with the claim. They will continue trying to call the policyholder. Alternatively, please call us on ***.
Sohva's reply18 Oct 2022, 13:52
Official
Hi Tsholofelo - our complaints team has confirmed that they have tried to reach the policyholder on the contact number provided as well as the number linked to this message, but they haven't been able to get through. There is some outstanding information required from the policyholder in order to move forward with the claim. They will continue trying to call the policyholder. Alternatively, please call us on ***.
TL
Tsholofelo L's updateReviewer Update
18 Oct 2022, 15:00My mom has submitted all the required information, what other information is needed? Please call me on the number linked to this profile to confirm all the relevant information needed as I can that you are failing to assist my mother. I have not received any calls today from your company. This matter needs to be sorted out asap.
TL
Tsholofelo L's update18 Oct 2022, 15:00
Reviewer Update
My mom has submitted all the required information, what other information is needed? Please call me on the number linked to this profile to confirm all the relevant information needed as I can that you are failing to assist my mother. I have not received any calls today from your company. This matter needs to be sorted out asap.
Sohva's replyOfficial
21 Oct 2022, 08:31Please accept our sincere apologies for the service received and the delays in the below matter. We're sorry that you received bad service and poor customer experience. As the claims administrator, this is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service.
After thoroughly investigating your complaint, we found that your claim was suspended by the previous administrator. We requested that the policy administrator activate the policy to move forward with the claim process. We also confirmed receipt of the excess by the previous administrator - this will be allocated to your claim. After discussions with the policyholder, a replacement device was selected and once the better payment is received, the replacement device will be sent to the address provided. The agents who assisted telephonically last Friday followed the claims process, because we are not allowed to speak to anyone but the policyholder and we may only assist a non-policyholder with claims if permission is received from the policyholder. Thank you for bringing this matter to our attention, it helps us improve our operations and services. Once again, we apologise for the delay in your claim handling and service received.
After thoroughly investigating your complaint, we found that your claim was suspended by the previous administrator. We requested that the policy administrator activate the policy to move forward with the claim process. We also confirmed receipt of the excess by the previous administrator - this will be allocated to your claim. After discussions with the policyholder, a replacement device was selected and once the better payment is received, the replacement device will be sent to the address provided. The agents who assisted telephonically last Friday followed the claims process, because we are not allowed to speak to anyone but the policyholder and we may only assist a non-policyholder with claims if permission is received from the policyholder. Thank you for bringing this matter to our attention, it helps us improve our operations and services. Once again, we apologise for the delay in your claim handling and service received.
Sohva's reply21 Oct 2022, 08:31
Official
Please accept our sincere apologies for the service received and the delays in the below matter. We're sorry that you received bad service and poor customer experience. As the claims administrator, this is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service.
After thoroughly investigating your complaint, we found that your claim was suspended by the previous administrator. We requested that the policy administrator activate the policy to move forward with the claim process. We also confirmed receipt of the excess by the previous administrator - this will be allocated to your claim. After discussions with the policyholder, a replacement device was selected and once the better payment is received, the replacement device will be sent to the address provided. The agents who assisted telephonically last Friday followed the claims process, because we are not allowed to speak to anyone but the policyholder and we may only assist a non-policyholder with claims if permission is received from the policyholder. Thank you for bringing this matter to our attention, it helps us improve our operations and services. Once again, we apologise for the delay in your claim handling and service received.
After thoroughly investigating your complaint, we found that your claim was suspended by the previous administrator. We requested that the policy administrator activate the policy to move forward with the claim process. We also confirmed receipt of the excess by the previous administrator - this will be allocated to your claim. After discussions with the policyholder, a replacement device was selected and once the better payment is received, the replacement device will be sent to the address provided. The agents who assisted telephonically last Friday followed the claims process, because we are not allowed to speak to anyone but the policyholder and we may only assist a non-policyholder with claims if permission is received from the policyholder. Thank you for bringing this matter to our attention, it helps us improve our operations and services. Once again, we apologise for the delay in your claim handling and service received.