Policy Cancelled By System Error Making It My Fault

Good day,

On the 3rd of June 2024 I called standard bank to put through a credit life claim.

I was then informed my policy was cancelled in April 2023 without my knowledge but they will investigate it.

I called back a week later as I was informed I would get feedback but I did not receive feedback hence I had to follow up with my own air time I was informed yet again it's still being investigated with the IT department and the consultant who assisted me with my policy registration.

On the 20th I followed up once again using my own airtime and I was told they still investigating with the IT department i then informed the consultant Twarelo I will not hang up and wait for feedback as it's been three weeks and I keep getting the same feedback that it's being investigated I then told her to sort it out and held on the phone for more than 4 hours waiting for feedback.

Twerlo from the claims department then told me it has been identified that it was a system error that cancelled my policy and I can not held liable for this and she will get it fixed and sorted once again put me on hold.

She then confirmed that my policy has been reinstated and I could fill out the claim documents and submit it which I done.

On the 24th I called in again to find out if my claim has been processed and I spoke to Leandra she then told me that my policy is cancelled and I can't claim I had to explain once again the full story to her and she told me she will escalate this matter once again to her product manager.

The same story I keep getting everytime I call in.

I then called transactional banking to ask them to move my debt order to the last day of the month as I'm still busy with the claim process and I was informed that they could not do that.

I was then debited and charged an extra R400 debt fee I was not supposed to debited.

None of this would have happened if my policy was fixed and reinstated from the get go as I was told. Actually none of this would have happened if my policy was not cancelled by the SYSTEM as I was told on a recorded call.

On the 26th again I called in and spoke to one of the consultants she told me to hold while she speaks to Leandra the line cut and did not receive a call back.

I had to call in again and I spoke to Nyeleti she then told me she understands my frustration and offered to call me back.

Once again I had to explain everything to her and she said she sees all the notes on the policy made she will have to investigate with all the relevant parties and provide me with feedback by 4pm today.

This is totally unacceptable disgusting service from s Standard Bank I have to call in everytime for feedback when it is their duty to keep their customers happy.

I have been a customer for 12 years and never ever put in a claim. The day I put in a claim I'm giving the run around for an entire month.

I have been patient and now I am tired because I am suffering as a customer paying extra charges and debts that my policy should be covering.

They are fast to call when you miss a payment but when they suppose to assist you, you get the run around.

Why do we pay for policies to cover us in a situation that we don't ask for but when times to claim we have to fight and threaten before we get a solution.

I am utterly disappointed in standard bank and the services provided especially because I'm not at fault and they are as it was stated on a recorded call.

The fact that it's 4 weeks without proper solution is sad actually.