Pathetic Service and Incomplete Procesess

To whom it may concern, I am writing this letter with resentment and full of unhappiness towards your organization.

we are not sure if the company does take its processes very serious let alone their client who pay their salaries and put bread on the table through their premiums. Monday 23-04-2020 we called to submit the claim and we spoke to Tshepo. He told us that we cannot submit the claim because the IMEI number of the claim does not correspond with the one he has on his system, Then he assured that he will submit a request for this matter to be resolved, and said will take 24 to 48 hours at max. Fast forward to 48 hours later ,

Wednesday 25-03-2020 at 15:48pm I spoke to Mikateko Ndlovu and it was so amazing to discover that I'm also liable to be part of the internal process to make Finrites more effective and efficient to its clients.

I have asked to lodge a claim with Mikateko and she told me that she I cloud NOT lodge a claim because the IMEI number does not match the one on the system and that I should wait for 48hours for the IMEI to be replaced. she was not aware that we had already spoken to Tshepo on Monday and that we have passed the 48 hour turn around time. She said there is nothing she could do on her side since the IMEI number does NOT match and only once this is resolved I can make a claim.

I then told Mikateko that we have spoken to Tshepo on Monday, Only then she changed her mind that she can see the request made by Tshepo and that this will be solved within 48 hours. Basically she wanted me to hang up the call and wait another 48 hours.

Furthermore, I told her, I see no reason why I cannot submit the claim in the interim and this 2 transaction can run concurrently and then she said yes I can submit the claim.

I asked her, Since my IMEI number was updated approximately 2o to 24 months ago, why it is after such a long time that the IMEI do not match. Then she ITS MY RESPONSIBILITY to call to update the IMEI number. WOW WOW WOW - How should I as the customer, responsible to call to update the IMEI from the VERY SAME COMPANY THAT GAVE ME THE SAME PHONE WITH THE SAME IMEI NUMBER? How did they gave me the device with recording the Serial numbers themselves ? why should it be my responsibility ? And this very same requirement is not even on the contract that I should be doing the honor to update?

I paid my premiums for over 20 months and only at the claim Stage - There are technicalities related to my claim. I have all the necessary claim documents as per the attachment and I want my service to be attended ASAP as I have ZERO (0) defaults on premiums.

Should you need further clarity, Please contact me on the below details. I am more effective on Email

Piet Sherende *** *** *** ***