Unauthorised Hollard Policy on Financed Vehicle

1. On 1 June 2021, we received an SMS advising that a debit order had been adjusted. 2. We then contacted the queries number on even date and was advised by the consultant that the adjustment occurs when there has been an arrear settlement or recalculation on the account. We were further instructed to contact Standard Bank vehicle asset Finance. 3. We then called the Department on even date and was unable to receive adequate assistance from the consultant. We then referred to the Team Leader, Mpho Mphahlele, who advised that Mr Dexter had “been contacted on several occasions” regarding insurance on his vehicle. As a result, working in conjunction with Hollard Insurance, and given their “concern” that the vehicle was not insured, they decided to add insurance for the vehicle. 4. We then advised Mpho Mphahlele that the vehicle is insured since the date of purchase. 5. Mpho Mphahlehle then advised that she could not assist and that Hollard would contact Mr Dexter during the same day. 6. No call from Hollard was receved. Instead, Mpho Mphahlele called us by close of business on the same day and advised that she would contact us the following day and ensure that the matter is resolved. 7. On 2 June 2021, we forwarded proof of insurance to Mpho Mphahlele via email. We also tried to call her on several occasions throughout the day unsuccessfully. 8. On 3 June 2021, we called Mpho Mphahlele, who then mentioned that “Margaret and Sharon” (we don't know who these people are) and said she would handle the matter. She further noted that because emails were supposedly sent, they had the right to implement the insurance despite having been no attempts to contact us telephonically.

We were at no stage, been contacted telephonically by Standard Bank or Hollard about the vehicle. In addition, neither have we received any email correspondence. This vehicle was purchased in October 2019. There is proof of insurance as provided to Standard Bank as this is a requirement for financed vehicles. Mpho Mphahlele further refused to confirm whether or not this insurance product carried any commission and ensured that she understood the repercussions of an asset being double-insured, despite being advised that she was bound to as a financial services provider answer. We have been clients of Standard Bank since 1997, and this service is unreasonable, unacceptable, and against all consumer protection and TCF guidelines.