Frustrated, angry, infuriated is an understatement for what I had to go through for the past couple of weeks!!

<p>I had a Blue bean card. I paid up and was advised the account would be closed by Mary back in early July. I didnt receive any communication from her as promised. <br /> </p> <p>I then received a call for an overdue/outstanding amount? I called them again so upset since I was told the account would be closed, and spoke to Clay who was helpful and reassuring and said he would escalate the matter as the administrator didnt close my account as she was supposed to. He had his line manager add my details to a queue so as not to incur further charges etc. They sent it over to the accounts team to write off the amount 'supposedly' outstanding. He told me they would follow up by the following Wednesday and pull a credit report etc. I was happy with that. <br /> </p> <p>I waited until Weds and didn't recieve anything, so I waited until Friday 28th July to call in and spoke to Confidence. Confidence reassured me that she would request a paid up letter and I should expect it the following week as it takes up to 3 business days. I waited..... And nothing!! <br /> </p> <p>I called again today and spoke to Shelby who was helpful and put me through to Ntombi (15:52) who put me through to Nikita (15:55).</p> <p> <br />Nikita then told me that the administrator hasn't done the letter and I'd have to speak to them. I refused to put the phone down since I've been given the run around and having to call each time (having to hold and be transferred each time) because someone isn't doing their job and this has now become a big problem for me. She gave me the administrators line managers number. I called Pauline (the line manager) and got voicemail. I left a voicemail. <br /> </p> <p>I couldn't wait for someone to call me back because with my experience in the past weeks it was unlikely someone would follow up anyways. So I call legal team directly and get through to Confidence again (16:06). She tells me to call MDR because their is a policy still active and being deducted from the card/account!!! What? And no one bothered to tell me this in all the amount of calls I made???? Why? If that is required for the account to be closed??? So *********. <br /> </p> <p>At this point I am livid and used inappropriate language but her main concern was to tell me not to use that language because it would not solve the problem. We all know that is a tactic to put the phone down on a client. I wasn't being abusive to her, I was upset that everytime it was something new and someone not doing what they were supposed to!! All she had to do was show some empathy and apologise but she didn't even do that. <br /> </p> <p>I refused to put the phone down and asked to speak to a manager and was told one isn't available. How convenient? I was told to call the policy place to cancel. I inisted on the manager and was told to hold. I was then transferred to the complaints department and was explaining my story to a Samantha (16:09). I wasn't even half way through and she put the phone down in my ear. Thanks Samantha. You just made the matter worse and you definitely shouldn't be in the complaints department if you're unwilling to actually hear your clients out and try to come to a resolution. Isn't that what the title and responsibility of the job is?<br /> </p> <p>All I wanted was my paid up letter and for people to actually follow through with what they said they were doing/going to do and to just be honest.<br /> </p> <p>I called the call center again, again having to wait. I spoke to a nice lady (Thembakasi - I hope I got that right) she took ownership and called the right people again (same people i was talking to previously) and said that Nikita has put through another request for the paid up letter but that I still need to cancel the policy. Fine, she heard me out and understood my frustration even though she couldn't really help me. I applaud her for that honesty and integrity. She transferred me to MDR and I spoke to a nice young man named Josia. When I explained the situation to him, he even said that it is due diligence and the job of the persons handling the account to let their clients know that there is an extra step, which is to cancel the policy or charges will be run up and the account won't be closed. I rated him 10/10 and the policy division 10/10 because he represented that divison in a good light. <br /> </p> <p>It's because of the negligence, underhanded, run around, lies, unempathetic nature of how I was treated that made me post this review. <br /> </p> <p>Why are you not telling clients who settle their accounts that they need to cancel their policy in order for the account to be closed off completely and for you to receive your paid up letter? <br /> </p> <p>Why does the client have to spend so much time calling and being made to feel so infuriated because of the lack of action and diligence of some of your staff?<br /> </p> <p>You are also losing clients who may have wanted to keep that policy and transfer it over to a new account to be debited each month because of the underhandedness!! <br /> </p> <p>I smell a rat here and I am not happy at all. You will not be paying me a cent for my phone bills or all the time I've spent on the phone trying to sort this out?<br /> </p> <p>Your centers are always having high call volumes and one ends up waiting atleast 5 mins before even being helped but then anyways have to be transferred to wait again. You really made me upset today... And I shouldn't have been so lenient and believed that someone would actually do what they said. <br /> </p> <p>Bottom line - do the right thing always! You may have clients return if your team is just honest and provides all the necessary information the client needs to have a smooth exit. Or is that the strategy ? <br /> </p> <p>My credit record is still showing outdated outstanding amount that has long since been paid but I cant even dispute this with them without my paid up letter. <br /> </p> <p>I've now cancelled the policy (just because I can't deal with your company anymore) and want that paid up letter Monday (see, lenient again) or I will be going to the ombudsman because I've seriously reached my wits end with you guys. <br /> </p> <p>Please send my paid up letter on Monday so that I can put this behind me. <br /> </p> <p>Thanks.</p>