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Anton V

1 reviews | Active since Sept 2013

28 Feb 2022, 09:26

The Unlimited Unprofessional and Poor Service

After several days of trying to contact The Unlimited to cancel my policy with them, I finally spoke to Thobeka through the online chat who promised me that Customer Service would be in touch within 2 hours. 24 hours later, nothing. I contacted them again, spoke to Thobeka again who said they had tried to call me but the number wasn't working (I gave Thobeka the number to contact me on which has been changed from the number I signed up with). An agent called me an hour later. I didn't catch her name. She promised me that the policy was cancelled and that I would receive a confirmation message. I didn't receive any message and I had hoped it was because it was sent to my old number.

And then, of course. 25 February, R220 gets deducted off my account. ***

Why must your clients always struggle with this process? Why must they resort to HelloPeter in order to get these issues resolved?

Please cancel my policy. Please refund my money. Please fix your processes or your mindset, whichever is the problem.

Thanks.

2nd contact with Thobeka:

Agent joined conversation AgentJan 26, 2022, 1:51pm

Hi Anton, you’re chatting to Thobeka. How may I assist you today? Anton ---- Jan 26, 2022, 1:52pm

Hi Thobeka, I spoke to you yesterday regarding cancellation of my policy. You told me someone from your team would be in touch with me yesterday. I haven’t heard anything back since. Can you check in on that for me please? AgentJan 26, 2022, 1:52pm

Please may I have your ID number so that I can assist you. Anton ---- Jan 26, 2022, 1:52pm

901130------- AgentJan 26, 2022, 1:53pm

Your number went straight to voicemil.

Which number can we reach you on today? Anton ---- Jan 26, 2022, 1:53pm

Which number was used? AgentJan 26, 2022, 1:54pm

084------- Anton ---- Jan 26, 2022, 1:55pm

Please use 073------- as mentioned yesterday. The 084 number is not mine anymore. AgentJan 26, 2022, 1:56pm

Thank you. Anton ---- Jan 26, 2022, 1:56pm

Great, thanks. I’ll be waiting. Have a great day. AgentJan 26, 2022, 1:57pm

Thank you.

0
Replies (1)
The Unlimited
The Unlimited's reply28 Feb 2022, 12:40
Official
Hi Anton,

Thank you for taking our call this morning and for allowing us the opportunity to assist you. From the bottom of our hearts, please accept of most sincere apology for the inconvenience we’ve caused you. It’s no doubt that we’ve got it wrong with you in our venture to always deliver world-class customer service to our Unlimited family. We can confirm that your policy was cancelled successfully today. Your refund request has been processed and payment will reflect in your account within 24-48 working hours. Once again, thank you for bringing this matter to our attention as this will help us to improve our services.