WZ
Willem Z
1 reviews | Active since Sept 2026
12 Sept 2026, 12:14
Gross Incompetence, Unauthorized Double-Debiting, and Unreachable Customer Support – Policy
I am lodging a public complaint against Stratum Benefits for unauthorized double-debiting, financial prejudice, and completely non-existent customer support.
On 4 September 2026, Stratum attempted to double-debit my account for R1,058 instead of my standard R529 premium violating assurances given by their own staff last month. Because I budgeted for my actual premium, the unauthorized over-deduction bounced, resulting in a R112 bank penalty charged to me.
I live in a remote area and have emailed multiple management and support addresses since 5 September giving immediate notice of cancellation and demanding reimbur*****t for the bank charge caused by their mistake. I have received zero response via email.
Yesterday, I drove nearly an hour into town specifically to get signal and call them directly, only to be met with complete apathy by an agent who ignored my emails, attempted to pass me off to retention, and hid behind a "30-day notice protocol."
I demand:
Immediate termination of my policy with no further debit attempts.
Immediate issuance of my Cancellation Certificate.
Full reimbur*****t of the R112 bank fee caused by their unauthorized deduction attempt.
If this is not finalized immediately, my formal complaint with the FAIS Ombudsman will proceed.
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Replies (3)0
Replies (3)
Stratum Benefits (Pty) Ltd's replyOfficial
14 Sept 2026, 08:20Good day Mr. Van Zyl,
Thank you for reaching out and raising your concerns.
Kindly note that the matter has been escalated to our Support Manager.
We will provide feedback soon.
Kind regards,
The Stratum Benefits Team
Thank you for reaching out and raising your concerns.
Kindly note that the matter has been escalated to our Support Manager.
We will provide feedback soon.
Kind regards,
The Stratum Benefits Team
Stratum Benefits (Pty) Ltd's reply14 Sept 2026, 08:20
Official
Good day Mr. Van Zyl,
Thank you for reaching out and raising your concerns.
Kindly note that the matter has been escalated to our Support Manager.
We will provide feedback soon.
Kind regards,
The Stratum Benefits Team
Thank you for reaching out and raising your concerns.
Kindly note that the matter has been escalated to our Support Manager.
We will provide feedback soon.
Kind regards,
The Stratum Benefits Team
Stratum Benefits (Pty) Ltd's replyOfficial
17 Sept 2026, 08:46Dear Mr. Van Zyl,
We have looked carefully into your case and can confirm the following:-
Your application was submitted on 6th July 2026.
The policy was accordingly incepted with effect from 1st July 2026
The debit order date that was selected on your policy application was for the 4th of every month.
According to the above scenario, it was too late to generate the first debit order on the 4th of July and therefore the first time that a debit order could be processed was on the 4th of August 2026
It is important to note that insurance premiums are billed in advance.
This means that as of the 4th of August 2026, you were liable for the following premiums:-
July (Inception month)
August (current month)
September (premium payable in advance)
This is why the double debit was processed in August.
Please bear in mind, that no payment was made during the month of July, and therefore the double debit was reasonable.
We refer you to clause 5 of your GAP Cover Offer Form, which confirms that the client will – “Accept that, depending on the chosen policy start date and debit order date, your first payment might be a double debit”
We confirm that Stratum billed correctly in terms of the policy terms and conditions and was duly authorised in terms of the above Agreement.
We regret the service that you received, and we will be taking action against the staff who did not advise you correctly.
We confirm that your policy will be cancelled as per your instruction, and the premiums will be written off.
Kind regards
The Stratum Benefits Team
We have looked carefully into your case and can confirm the following:-
Your application was submitted on 6th July 2026.
The policy was accordingly incepted with effect from 1st July 2026
The debit order date that was selected on your policy application was for the 4th of every month.
According to the above scenario, it was too late to generate the first debit order on the 4th of July and therefore the first time that a debit order could be processed was on the 4th of August 2026
It is important to note that insurance premiums are billed in advance.
This means that as of the 4th of August 2026, you were liable for the following premiums:-
July (Inception month)
August (current month)
September (premium payable in advance)
This is why the double debit was processed in August.
Please bear in mind, that no payment was made during the month of July, and therefore the double debit was reasonable.
We refer you to clause 5 of your GAP Cover Offer Form, which confirms that the client will – “Accept that, depending on the chosen policy start date and debit order date, your first payment might be a double debit”
We confirm that Stratum billed correctly in terms of the policy terms and conditions and was duly authorised in terms of the above Agreement.
We regret the service that you received, and we will be taking action against the staff who did not advise you correctly.
We confirm that your policy will be cancelled as per your instruction, and the premiums will be written off.
Kind regards
The Stratum Benefits Team
Stratum Benefits (Pty) Ltd's reply17 Sept 2026, 08:46
Official
Dear Mr. Van Zyl,
We have looked carefully into your case and can confirm the following:-
Your application was submitted on 6th July 2026.
The policy was accordingly incepted with effect from 1st July 2026
The debit order date that was selected on your policy application was for the 4th of every month.
According to the above scenario, it was too late to generate the first debit order on the 4th of July and therefore the first time that a debit order could be processed was on the 4th of August 2026
It is important to note that insurance premiums are billed in advance.
This means that as of the 4th of August 2026, you were liable for the following premiums:-
July (Inception month)
August (current month)
September (premium payable in advance)
This is why the double debit was processed in August.
Please bear in mind, that no payment was made during the month of July, and therefore the double debit was reasonable.
We refer you to clause 5 of your GAP Cover Offer Form, which confirms that the client will – “Accept that, depending on the chosen policy start date and debit order date, your first payment might be a double debit”
We confirm that Stratum billed correctly in terms of the policy terms and conditions and was duly authorised in terms of the above Agreement.
We regret the service that you received, and we will be taking action against the staff who did not advise you correctly.
We confirm that your policy will be cancelled as per your instruction, and the premiums will be written off.
Kind regards
The Stratum Benefits Team
We have looked carefully into your case and can confirm the following:-
Your application was submitted on 6th July 2026.
The policy was accordingly incepted with effect from 1st July 2026
The debit order date that was selected on your policy application was for the 4th of every month.
According to the above scenario, it was too late to generate the first debit order on the 4th of July and therefore the first time that a debit order could be processed was on the 4th of August 2026
It is important to note that insurance premiums are billed in advance.
This means that as of the 4th of August 2026, you were liable for the following premiums:-
July (Inception month)
August (current month)
September (premium payable in advance)
This is why the double debit was processed in August.
Please bear in mind, that no payment was made during the month of July, and therefore the double debit was reasonable.
We refer you to clause 5 of your GAP Cover Offer Form, which confirms that the client will – “Accept that, depending on the chosen policy start date and debit order date, your first payment might be a double debit”
We confirm that Stratum billed correctly in terms of the policy terms and conditions and was duly authorised in terms of the above Agreement.
We regret the service that you received, and we will be taking action against the staff who did not advise you correctly.
We confirm that your policy will be cancelled as per your instruction, and the premiums will be written off.
Kind regards
The Stratum Benefits Team
WZ
Willem Z's updateReviewer Update
19 Sept 2026, 15:22Your response is a public demonstration of complete incompetence and a total failure to investigate basic client records.
You wrote a lengthy justification for the August catch-up debit, a transaction I never disputed. You completely ignored the actual issue: Why did Stratum attempt to deduct R1,058 AGAIN on 4 September?
If August covered July and August as you claim, my September premium was R529. Attempting a second consecutive double-debit was an unauthorized over-deduction that bounced my account and caused a R112 bank fee.
Rather than checking your billing logs for 4 September, your management team blindly copy-pasted a template response, failed basic arithmetic, and proved you do not even read client complaints before responding.
I have received my cancellation confirmation, but future clients should take note: Stratum Benefits lacks both basic administrative accuracy and the willingness to investigate its own billing blunders.
WZ
Willem Z's update19 Sept 2026, 15:22
Reviewer Update
Your response is a public demonstration of complete incompetence and a total failure to investigate basic client records.
You wrote a lengthy justification for the August catch-up debit, a transaction I never disputed. You completely ignored the actual issue: Why did Stratum attempt to deduct R1,058 AGAIN on 4 September?
If August covered July and August as you claim, my September premium was R529. Attempting a second consecutive double-debit was an unauthorized over-deduction that bounced my account and caused a R112 bank fee.
Rather than checking your billing logs for 4 September, your management team blindly copy-pasted a template response, failed basic arithmetic, and proved you do not even read client complaints before responding.
I have received my cancellation confirmation, but future clients should take note: Stratum Benefits lacks both basic administrative accuracy and the willingness to investigate its own billing blunders.