BULLYING ELDERLY CLIENTS billing double, no communication, DICTATORSHIP

I am very disgusted by the lack of customer service and unfair treatment of your customers. My parents have had accounts with you for more than 20 years, I have third party authority on the insurance policy in question. They are in their 80s and the stress of the back and forth to be treated fairly is not good for their health at all hence now I need to go out of my way to sort out this mess, mainly 7 concerns. 1. Home loan credit amount payment, 2. Building insurance fee amount – double market price 3. Cancellation of building insurance and refund of last two premiums taken 4. Proof of consent of accidental cover insurance 5. Lack of communication – letters for the two insurance policies and communication about home loan credit. 6. Double standards of service when a debit is a standard bank debit vs a third party company. Why it’s harder to get matters resolved 7. Lack of feedback. They had finished paying their bond in 2003 already yet all these years not once have you reviewed the building insurance premium. Instead they are being billed double what is available on the market. When we queried this you said it’s up to the customer to ask, yet you do not send any policy documents confirming increases or changes or with wording of having the policy reviewed. Surely you should send a policy document annually. We asked you cancel this for obvious reasons, then you said they must have insurance because the bond account is still open, though there is a credit amount due, a credit amount you have never mentioned. Now we are busy trying to close this bond account with your lawyers who want payment before you pay the credit which would cover the lawyer fees. But what is upsetting is that we called and sent a letter asking to cancel the insurance and that we have gone with another insurer. Your agents said your cut off is the 28th and that you couldn’t review the premium that was to be taken beginning June. Then they promised a call back and my third party consent on the policy was noted. Yet till today no feedback. I tried to call in and I was sent from pillar to post yet again because there is a specialised department that deals with this yet they are not so easy to reach. Last time we managed to get a hold of them we spent 90mins on the phone. Who has that much airtime? Why do you treat your loyal customers like this? And after everything you went and debited the amount again now in July. You are bullies because if this was with any other company you would have cancelled it as per their request. The bias from your cheque account department for insurance is insane. Just because a customer banks with you shouldn’t make it that much more difficult for them to get a better deal. Instead you keep taking, even when we have protested and shown that previous consent is no longer given. Yet they must jump through hoops to stop paying double for something. How does that make any sense? You are cruel and thieving to old pensioners who have done nothing but take your company’s word for it. There were other debits on the account for insurances they knew nothing about. Why do you keep taking and shifting goal posts. How are you meeting your customers half way? They already have cover with another company at half the price since June. They certainly can afford to pay for two insurances and it makes no financial sense to keep yours especially with your disregard for their rands and cents even when we have pleaded with you. It has been a dead end. Please note this as an official complaint, this cannot best practice. Lastly you need to also tell me why you haven’t mentioned the credit on the home loan account. Why are you not releasing it first, yet if they app**** for a loan against the home loan amount you would have gladly given the money. Even them finishing paying this bond early was a struggle you trying to retain them as owing customers, sending them from pillar to post trying to convenience them to use their money in a different way than just settle their bond. Even this access bond being open was not quite explained properly with that insurance that you have been sponging from them. Your bottom line can be aligned with your customers, you really don’t need to bottom feedback and make service so difficult. They may be just a number to you, but they worked hard for the little they had. Treat them with dignity and stop making them obey all the rules you create to suite yourselves and yet you can send them letters informing them of their policies. This goes for accident cover they recently found out about that’s also a debit on their account. Kindly confirm also how that came about. Because it seems from this end all you do is take and you don’t update your customers so that they can make informed decisions. A debit order is not enough notice, where are the letters.