Worst service I have ever received

I write this complaint in complete disappointment of the service that I have received from a company call The Unlimited.

I received a call from a gentleman named Christopher Jonker on 9 May 2018, informing me that he got my numbers from a friend of mine and wanted to tell me about the Auto Elite plan. Christopher informed me that the call was recorded. Christopher informed me of the details of this plan (including costs, and other details), I then saw it as a good deal but hesitant to take it as I did not know if I would be able to pay for it (this was mentioned very clearly to Christopher). Christopher then asked me for my banking details and I told him that I would rather get the plan at a later stage but he said that I can give him my details and he I can cancel the plan at any time by calling the customer care number. We concluded that I would take the plan.

The very next day, I was contacted by another gentleman, whose name I do not recall. This gentleman called me with the intention of confirming my banking details and the address of where the welcome package should be delivered. During that call, I informed the gentleman that I would like to cancel the policy. The gentleman willfully agreed and hung up the call.

On June 4, 2018, I received a notification from the bank which was informing me of a debit order amounting to R 220.00 coming out of my account. I was surprised at this as I was under the impression that the policy was cancelled as I was told. I subsequently called the customer care line to enquire about why the money was taken from my account. I was transferred to a gentleman by the name of Lungelo. The gentleman told me that his name is Lungelo when the conversation started. I told him of my grievance and he told me that I spoke to a sales agent and that person does not have the authority to cancel the policy, he then continued to tell me that the onus was on me to make sure that the policy was cancelled and I should have known that the policy was not cancelled because I did not receive an sms confirming that it was cancelled. As much as I understand that I was supposed to call the customer care line to cancel the policy, I spoke to a representative of the company and he informed me that the policy would be cancelled. Lungelo seemed to get agitated and told me that I have two options: 1) To cancel the policy but I would not get a refund; and 2) Carry on with the policy and claim the R 3000 after 3 months. I found this absolutely bizarre. Lungelo refused to see what I was saying and was adamant on the two apparent options that I had. I continued to try and make him understand and I was becoming quite frustrated as he was keeping quiet when I expected him to answer my questions, I found that completely rude and I told him that. At this point, I asked what his name is again and he responded that his name is Michael which was different from the one I was initially given; he justified it by saying that he used both of those names. I then questioned why a sales person would agree to cancel my policy if he did not have the authority to and Lungelo said that I was mistaken and did not hear him correctly and that it was my fault. I then asked him to listen to the conversation that I was told was recorded and all of a sudden, there is no record of that call ever being made to me so basically according to Lungelo, I imagined it all. I then had to ask him to talk to somebody that was willing to help me which he rep**** that he is the only one that can help me. I told him that I needed a solution and he said that I would not receive a refund. Once I threatened legal action, he then said that he could launch an investigation with the IT department to see if that call was actually made, and they would decide whether I would get a refund or not. I had to ask him again what the process and turnaround time for the investigation is.

What makes me angry about this situation is that I wasn’t helped and felt like I wasn’t even listened to. This company is so quick to tie you to a deal that takes your money and then new details emerge subsequent to that. I was told that I would receive the document detailing the terms of the policy and all the benefits, within 3 to 4 weeks. At this date there are 5 days to 4 weeks and I have not received that document but money has been taken from my account, which is the part that makes no sense to me. When I initially took the policy, I received a confirmation sms immediately and today when I cancelled it in the morning, the confirmation of cancellation has still not come through.

I am completely dissatisfied with the service of this company and the blatant lies and blame game that they play. It is so unprofessional