Unauthorised Policy & Refund Refusal

I am writing to formally lodge a complaint against The Unlimited regarding an unauthorised policy that has resulted in a R199 deduction from my salary via PERSAL.

Upon reviewing my June 2025 pay slip, I noticed an unfami**** deduction of R199 linked to a policy from The Unlimited. I immediately contacted your customer service team multiple times to inquire about this matter. Despite my insistence that I did not take out this policy, your consultants repeatedly claimed that I had agreed to it and that the sales agent had explained everything to me — thereby making the policy “non-refundable.”

I categorically deny having received any such sales call or agreeing to any policy. On Friday, 25 July 2025, I contacted your office again to verify the number that allegedly received this sales call. I was informed that the call was made to a 062 number, which is not my number and has never belonged to me.

Despite raising this serious concern, no effort has been made to investigate this discrepancy or to contact me for resolution. Furthermore, I have yet to receive any communication regarding a refund or cancellation of the policy — which was clearly activated without my consent.

I find it unacceptable that: A policy was activated without my approval, Funds were deducted from my salary without proper verification, I am being denied a refund based on a call made to a number that does not belong to me.

I demand: 1. A full refund of all deductions made under this policy. 2. Immediate cancellation of the policy. 3. A formal investigation into the matter. 4. Written confirmation that the deductions will not recur.

Should this matter not be resolved urgently, I will be left with no choice but to escalate the issue to the National Credit Regulator, Ombudsman for Long-term Insurance, as this constitutes an unauthorised debit and a violation of consumer rights.

I expect a response and resolution within 7 working days.

Sincerely, Awonke Qete