CR
Cameron R
1 reviews | Active since Mar 2021
13 May 2024, 17:31
Poor service delivery
Opened a new policy with Auto and General in April 2024. My vehicle went in for repairs and because the process took much longer than expected I had to cancel the policy, proceeding to ask if the premium can be waived however consultant advised I should rather make sure theres insufficient funds for debit to bounce since they cannot waive anything. I made sure that theres insufficient funds however the debit order went off taking the available balance and more leaving my account in a negative which I cleared.
Then, premium for May was deducted on the 26th of April where I requested a refund on the 30th. It is the 13th today, I am still waiting. The fact that I need to wait for my own money is ridiculous and unacceptable and reason is always the same "We need to send a request through for refund team to approve which can take up to 10 days", Imagine hearing that same line each week but still nothing is being done?
Helpful (0)
Replies (6)0
Replies (6)
Telesure Investment Holdings's replyOfficial
14 May 2024, 08:51Good day Mr C van Rensburg,
We are sorry for the service you have received and will request the relevant team to contact you to assist.
Kind regards,
The Telesure team.
We are sorry for the service you have received and will request the relevant team to contact you to assist.
Kind regards,
The Telesure team.
Telesure Investment Holdings's reply14 May 2024, 08:51
Official
Good day Mr C van Rensburg,
We are sorry for the service you have received and will request the relevant team to contact you to assist.
Kind regards,
The Telesure team.
We are sorry for the service you have received and will request the relevant team to contact you to assist.
Kind regards,
The Telesure team.
CR
Cameron R's updateReviewer Update
14 May 2024, 09:08To assist?
Two weeks ago, Tuesday, I have requested a refund. The consultant only sent the request through on Friday that week. Their response: "We are sorry"
Last week I called to speak to a manager, the manager refused to take the call since they need "clarity" meanwhile I clearly stated that I have a complaint.
Today is the 14th of May, the premium was deducted on the 26th of April, how can the company keep my money if they are not delivering any benefits or services?
My plan was to reinstate the policy once my vehicle is back in my possession, clearly I am not anymore and I have another policy worth R1200 which I will be cancelling and start fresh elsewhere.
How difficult is it exactly to process a refund if it clearly states on the system that it is available to do so?
I do not need ASSISTANCE, I need for you to actually do your job!
Incompetence
Two weeks ago, Tuesday, I have requested a refund. The consultant only sent the request through on Friday that week. Their response: "We are sorry"
Last week I called to speak to a manager, the manager refused to take the call since they need "clarity" meanwhile I clearly stated that I have a complaint.
Today is the 14th of May, the premium was deducted on the 26th of April, how can the company keep my money if they are not delivering any benefits or services?
My plan was to reinstate the policy once my vehicle is back in my possession, clearly I am not anymore and I have another policy worth R1200 which I will be cancelling and start fresh elsewhere.
How difficult is it exactly to process a refund if it clearly states on the system that it is available to do so?
I do not need ASSISTANCE, I need for you to actually do your job!
Incompetence
CR
Cameron R's update14 May 2024, 09:08
Reviewer Update
To assist?
Two weeks ago, Tuesday, I have requested a refund. The consultant only sent the request through on Friday that week. Their response: "We are sorry"
Last week I called to speak to a manager, the manager refused to take the call since they need "clarity" meanwhile I clearly stated that I have a complaint.
Today is the 14th of May, the premium was deducted on the 26th of April, how can the company keep my money if they are not delivering any benefits or services?
My plan was to reinstate the policy once my vehicle is back in my possession, clearly I am not anymore and I have another policy worth R1200 which I will be cancelling and start fresh elsewhere.
How difficult is it exactly to process a refund if it clearly states on the system that it is available to do so?
I do not need ASSISTANCE, I need for you to actually do your job!
Incompetence
Two weeks ago, Tuesday, I have requested a refund. The consultant only sent the request through on Friday that week. Their response: "We are sorry"
Last week I called to speak to a manager, the manager refused to take the call since they need "clarity" meanwhile I clearly stated that I have a complaint.
Today is the 14th of May, the premium was deducted on the 26th of April, how can the company keep my money if they are not delivering any benefits or services?
My plan was to reinstate the policy once my vehicle is back in my possession, clearly I am not anymore and I have another policy worth R1200 which I will be cancelling and start fresh elsewhere.
How difficult is it exactly to process a refund if it clearly states on the system that it is available to do so?
I do not need ASSISTANCE, I need for you to actually do your job!
Incompetence
Telesure Investment Holdings's replyOfficial
14 May 2024, 09:12Good day Mr. C van Rensburg,
Your complaint has been escalated to the management team to assist.
Kind regards,
The Telesure team
Your complaint has been escalated to the management team to assist.
Kind regards,
The Telesure team
Telesure Investment Holdings's reply14 May 2024, 09:12
Official
Good day Mr. C van Rensburg,
Your complaint has been escalated to the management team to assist.
Kind regards,
The Telesure team
Your complaint has been escalated to the management team to assist.
Kind regards,
The Telesure team
CR
Cameron R's updateReviewer Update
14 May 2024, 09:45The only credit to be given during this stage is to Jaydene Pillay, the only consultant that has a sense of humanity and went the extra mile to follow up and call back.
My question will always remain, if the refund was approved today only, what happened since the 30th?
Thank you Jaydene!
However for the rest of the team and management who "assisted" me since then👎👎👎
My question will always remain, if the refund was approved today only, what happened since the 30th?
Thank you Jaydene!
However for the rest of the team and management who "assisted" me since then👎👎👎
CR
Cameron R's update14 May 2024, 09:45
Reviewer Update
The only credit to be given during this stage is to Jaydene Pillay, the only consultant that has a sense of humanity and went the extra mile to follow up and call back.
My question will always remain, if the refund was approved today only, what happened since the 30th?
Thank you Jaydene!
However for the rest of the team and management who "assisted" me since then👎👎👎
My question will always remain, if the refund was approved today only, what happened since the 30th?
Thank you Jaydene!
However for the rest of the team and management who "assisted" me since then👎👎👎
Telesure Investment Holdings's replyOfficial
15 May 2024, 14:48Good day Mr C van Rensburg,
We are sorry that you feel that way.
We can confirm that your refund has been processed and the estimated deposit date is 17 May 2024.
Kind regards,
The Telesure team
We are sorry that you feel that way.
We can confirm that your refund has been processed and the estimated deposit date is 17 May 2024.
Kind regards,
The Telesure team
Telesure Investment Holdings's reply15 May 2024, 14:48
Official
Good day Mr C van Rensburg,
We are sorry that you feel that way.
We can confirm that your refund has been processed and the estimated deposit date is 17 May 2024.
Kind regards,
The Telesure team
We are sorry that you feel that way.
We can confirm that your refund has been processed and the estimated deposit date is 17 May 2024.
Kind regards,
The Telesure team
CR
Cameron R's updateReviewer Update
15 May 2024, 15:23Thank you Jadene Pillay from Autogen for assisting me very well, it is because of her as to why things were done swiftly.
Yes, the refund reflected this morning which goes to show how fast and simple the process actually is. I honestly do not know why I had to through measures like this for something this simple to be finalised. Time to focus on your service delivery.
However, none of this matters anymore since I have cancelled all my policies and started fresh elsewhere.
Take Care
Thank you Jadene Pillay, you are a STAR!
Yes, the refund reflected this morning which goes to show how fast and simple the process actually is. I honestly do not know why I had to through measures like this for something this simple to be finalised. Time to focus on your service delivery.
However, none of this matters anymore since I have cancelled all my policies and started fresh elsewhere.
Take Care
Thank you Jadene Pillay, you are a STAR!
CR
Cameron R's update15 May 2024, 15:23
Reviewer Update
Thank you Jadene Pillay from Autogen for assisting me very well, it is because of her as to why things were done swiftly.
Yes, the refund reflected this morning which goes to show how fast and simple the process actually is. I honestly do not know why I had to through measures like this for something this simple to be finalised. Time to focus on your service delivery.
However, none of this matters anymore since I have cancelled all my policies and started fresh elsewhere.
Take Care
Thank you Jadene Pillay, you are a STAR!
Yes, the refund reflected this morning which goes to show how fast and simple the process actually is. I honestly do not know why I had to through measures like this for something this simple to be finalised. Time to focus on your service delivery.
However, none of this matters anymore since I have cancelled all my policies and started fresh elsewhere.
Take Care
Thank you Jadene Pillay, you are a STAR!