I’m really tired. Hey

I’ve never been treated this horribly when I’m supposed to claim.

I consider myself to be a pretty decent customer, my premiums are up to date.

I have called finrite multiple times in the past weeks because the supervisors FAIL to get back to me regarding my complaint and dispute.

I initially claimed in November for a Huawei P20, and the declaration form I received mentioned that should I claim again in 6 months I will have to pay a higher premium.

I unfortunately got ****** and my new phone, Samsung A80, was ****** and I claimed again.

The last time someone contacted me was an agent taking my details and confirming that the claim is being processed. Since then I have NOT received even ONE type of communication from Finrite.

I called in(please check the scripts for dates and times) and I was asked if anyone communicated to me the excess fee. I communicated to that agent that no and I was informed I’m supposed to pay about R2200.

This confused me because according to the last communication I had from finrite OR Telkom, I would be paying R1200 with the second claim or statements from Telkom. After multiple calls and being told the policy was updated and updated documents were sent out to clients in both November and December I repeatedly told them I never received that email. I finally asked them to repeat to me the email address they have on their system and realized they have the WRONG email address. I’m annoyed by this because I have claimed in November, I have emailed finrite using the correct email address multiple times. Telkom has the correct mail address.

I have requested MULTIPLE TIMES to be FORWARDED the original email showing the date and time stamp with the wrong email address quoted and every time the agent informs me I will receive it by end of business and NOT ONCE have the supervisors emailed me with what I have requested.

I have disputed the excess amount last week already. Today I learn that the dispute department have been sitting on their hands and not being following up on this case. Only once the agent who was assisting me went to find out what could be the delay do they then decide to escalate the matter and make it a priority. Showing that they wouldn’t have done anything had I not called.

I have probably called over 6times and not every agent updates the script so every other time I call in I have to start my story from the beginning. I’m frustrated and annoyed with the horrible service I’ve received so far.

The agents that have helped me, their hands are tide. They cant even send out emails so it looks horrible on them because they assure me that they have escalated it or have spoken to their supervisor and and and yet I have received ZERO communication.

This is horrible service, I can’t believe I was told on the call TODAY that “my supervisor says she’s on lunch”. How is that acceptable service? Don’t get me wrong, everyone deserves a break, deserves to take lunch. But if a client is complaining that EVERYTIME I call in I’m promised that someone will get back to me and ABSOLUTELY NO ONE gets back to me, OBVIOUSLY I won’t trust the word of the supervisor. If you see that a client is irate and justifiably so, as a person working in a customer service environment you go out of your way to assist the client.

I’m TRULY DISAPPOINTED

ONCE AGAIN: MAY I PLEASE BE FORWARDED THE ORIGINAL EMAIL WITH THE POLICY DOCUMENT SHOWING THE DATE AND TIME STAMP AND SHOWING THE INCORRECT EMAIL ADDRESS USED.

Regarding the dispute: I’m awaiting a response!

Regards, Tsholanang Dichabe