Home Insurance nightmare

Upon accepting the homeloan at Standard bank, I informed the agent that I will not be accepting the standardbank home insurance. I told her I've accepted the Ooba insurance. I was informed upon signing my final papers with the attorney that I will have to provide my insurance certificate. The attorney told me that my home insurance certificate was not requested but she will send it along with all my documentation to Standardbank.

To my shock when I received a message to approve the bond payment, the amount was more than agreed upon. I queried and found out that the agent went to accept the Standardbank home insurance on my behalf. WHEN IT WAS SAID THAT I WILL NOT BE USING STANDARD BANK HOME INSURANCE BUT MY OWN.

On 15 September I phoned to request a cancelation and was told to resend my documentation. I was given a turnaround time of 8 working days. The Ooba home insurance agent contacted me to inform me they were contacted by standardbank to cancel the Ooba home insurance as I the client will be using the Standardbank insurance. However, I informed Ooba this is not the case as I informed Standardbank that I never accepted the Standardbank home insurance and to cancel it. I along with he ooba agent both emailed the ooba home insurance policy documentation to *** and to ***. However, no one got back to me.

I phoned today, 29 September once again and agent by the name of Lungi in customer care said she couldn't get into my profile and will phone me back in 5 minutes once her supervisor is available to assist her. I received a call at 16:28 but there was no one talking. I phoned back on the +***4 number that I was contacted on. The agent transferred me once again from the home loans department to insurance department. I spoke to an agent in the insurance department and she once again transferred me to someone in the home insurance department but then the call was dropped. I finally got through to an agent who transferred me to the retention department. I was told by Trevor that I must email *** and enquire as to why there's been no feedback and to confirm the cancelation. He also advised that there's no direct line for Sarah or anyone in her department. The blatant misconduct of your employees is appalling Standardbank. How can an agent accept an offer without the permission of the client? That is *****. They are chasing targets and we the clients are left with financial burdens which we never agreed to. I am a first time home buyer and with the interest being hiked up constantly it is all so stressful. I cannot afford for TWO home insurance debits to go off.

If this matter is not resolved before my first bond installment which is due on the 1 October 2023 then I will be taking this matter to the ombudsman. If they listen to the recordings they will hear me telling the agent that I've already accepted the home insurance with Ooba. Please get back to me before my bond payment goes off.