Unhelpful Cancellation Process

I am lodging a formal complaint regarding The Unlimited’s refusal to reasonably assist me with cancelling my policy. On 17 February at approximately 09:43, I contacted The Unlimited via WhatsApp to request cancellation of my policy. I was informed that cancellations can only be processed telephonically and was provided with the customer service number (***, option 3). However, I had already attempted to call this number and the line repeatedly cut off. I explained this to the consultant, Londi, and requested that a callback be logged or that a client service manager contact me, as their phone lines were not functioning. Despite multiple requests, I was repeatedly told that they “do not have access” to log callback requests and that the platform is “for chats only.” No escalation was offered and no alternative solution was provided. This is deeply concerning from a FAIS and Treating Customers Fairly (TCF) perspective. In terms of the FAIS Act and TCF principles, financial service providers are required to: • Act with due skill, care and diligence. • Provide services that are not unreasonably difficult to access. • Ensure customers do not face unreasonable post-sale barriers when wanting to change or cancel a product. • Treat customers fairly throughout the product lifecycle. Refusing to log a cancellation request, refusing to escalate to management, and providing no alternative when your own telephone lines are failing creates an unreasonable barrier to cancellation. This conduct appears inconsistent with both FAIS obligations and TCF Outcome 6, which specifically requires that customers do not face unreasonable barriers to switching or cancelling policies. I have clearly expressed my intention to cancel. This written communication serves as formal notice of my cancellation request. I require: Immediate acknowledgement of this complaint. Written confirmation that my cancellation request has been logged as of 17 February. Urgent contact from a competent representative to finalise the cancellation. Confirmation that no further premiums will be debited beyond the appropriate notice period. Should this matter not be resolved promptly, I will escalate it to the relevant regulatory and ombud bodies.