1 reviews | Active since Aug 2011
Collection calls after account. is closed
My Truworths account was paid up and closed. I also cancelled the compulsory insurance policyon the account. I keep getting calls from the accounts department about R90.00 which I owe them for insurance. Now you must know how bad the customer relations are when the spervisor does not understand how to solve a customers problem. She tells me to phone the insurance company to cancel the policy. Truworhs sold the policy and got the commision. Everyday I get a calland I explain the same thing over and over. Their customers service is so bad that not pne of the people in the accounts department suggested investigating the problem and phoning me back. I requsted the one gent phone me back and apparently it is not their policy. How do Truworths train their staff if they do not understand what the custpmer is saying. Should they really be working with people? Really really really!!! They do not go the extra mile and they are arrogant and demanding. No use trying to train then nowthis should have been done long ago starting with the supervisor.
Thank you for your post.
The insurance under query is not a compulsory insurance but in fact a life policy taken out by the policy holder via a telephone call between Hollard and yourself (the policy holder).
As this is a life policy Truworths is not authorized to act on behalf of either party and we are not allowed to cancel a policy. This is made clear in the policy terms. Therefore you were correctly advised to call Hollard directly.
Having said this, we upon receipt of your post we liaised with Hollard and they informed us that you have subsequently contacted them on 24 March 2015 requesting to cancel your policy. The effective cancellation date was 01 April 2015. The premium that is overdue is for the month of March 2015, prior to the policy being cancelled.
We acknowledge your concerns and apologise for the way you felt it was handled. We will certainly escalate your concerns to the manager of our call centre to address.
Should you have any other feedback or query, kindly contact us directly on *** or send an e-mail to *** and we will gladly assist you.
Kind regards,
Lynn
Thank you for your post.
The insurance under query is not a compulsory insurance but in fact a life policy taken out by the policy holder via a telephone call between Hollard and yourself (the policy holder).
As this is a life policy Truworths is not authorized to act on behalf of either party and we are not allowed to cancel a policy. This is made clear in the policy terms. Therefore you were correctly advised to call Hollard directly.
Having said this, we upon receipt of your post we liaised with Hollard and they informed us that you have subsequently contacted them on 24 March 2015 requesting to cancel your policy. The effective cancellation date was 01 April 2015. The premium that is overdue is for the month of March 2015, prior to the policy being cancelled.
We acknowledge your concerns and apologise for the way you felt it was handled. We will certainly escalate your concerns to the manager of our call centre to address.
Should you have any other feedback or query, kindly contact us directly on *** or send an e-mail to *** and we will gladly assist you.
Kind regards,
Lynn