Truworths & Hollard Refusal to cancell account for ******* outsanding Fees

I have tried on numerous accounts to cancel my Truworths account to no avail!

I was advised by Dube on the Truworths Customer Care Desk to contact Hollard directly to cancel my policy before I could cancel my Truworths account. I contacted Titios Mashaba (Ref ***) on the 12/3 8:25am. As per our recorded telephonic conversation I confirmed that my last outstanding payment of R81.63 was settled in full on the 29/2/2020. Titios confirmed receipt of this payment and proceeded to cancel my policy upon which I asked again whether this cancellation will be with immediate effect and he confirmed yes. Thereafter I contacted Dube at Truworths Customer Care (***/3 8:41am) upon which during our recorded conversation he confirmed that he was still awaiting final clearance from Hollard and that it might take up to 48hrs, but upon checking my Ref No *** from Hollard he could see that Hollard received my request for cancelling my policy. He confirmed that he could see that there was still an outstanding amount of R81.63 which was due for March, I confirmed that I had settled all outstanding payments on the 29/2/2020. I confirmed with Dube whether the monthly amount for the policy was payment which is actually backdated - so in otherwords I have settled in full February's outstanding amount on my Policy and the new outstanding amount billed on the 8th was actually due for the remainder of March 2020 which hasn't taken place yet and for which I haven't put any claim in on my policy. Therefore cancelling my policy on the 12/3/2020 was before the standard 15th of the month upon which when a policy is cancelled it can then be cancelled for February 2020. By doing this the cancellation date of the policy with regards to benefit will revert back to the 29/2/2020. Dube confirmed that this was the case and I once again confirmed with Dube that this request to cancel my policy & account dated the 12/3/2020 will be with immediate effect and he confirmed Yes.

l left this for the required 48hrs upon Dube's advice and contacted Truworths Customer Care again on the 18/3/2020, 4 working days later. This time I spoke to Sisonke (Ref - Sisonke 18/3/2020 10:20am). I requested her to confirm whether they received the final clearance from Hollard with regards to my cancellation of my policy. She confirmed that they still hadn't received anything as yet, but that she could see that there was still R81.63 outsanding due for March 2020. I explained again that I had cancelled with Titios from Hollard on the 12/3/2020 (Ref ***). I again confirmed with her the procedure that it is a backdated billing so the full outstanding amount for Feb was settled on 29/2/2020 and with me cancelling my Funeral policy on 12/3/2020 before the standard 15th of the month will then stop my policy effective on the 29/2/2020 with regards to any possible benefits. She wasn't sure of anything that I had just explained and I then requested to speak to her Supervisor, Zahir Abdul. She put me on hold for a while and when she came back on line I realized that Zahir Abdul didn't want to speak to me. I voiced this concern with her upon which she said :" No he was just busy with another client and couldn't speak to me!" Yet she continued to explain that He had just explained to her that I was liable for the extra R81.63 as the cutoff date for this policy was now the 8th of a month and no longer the standard procedure of the 15th of the month. I find this very unproffesional as he could take the time to explain this to Sisonke, but still couldn't take the 5min to speak to me! I confirmed that neither Titios from Hollard nor Dube from their Customer Care Desk on both previous occations didn't advise this ruling to me. So I wanted to clarify then that they both withheld information to me with the sole purpose to **********ly charge me for another month's fee! I requested her to please leave a message for Zahir Abdul to contact me back. She confirmed that she couldn't as he was busy with another client, upon which I confirmed that I can definately contact me back once he is free and that she has got my number and to please pass the message on to Zahir Abdul.

It has now been 9 working days. I still haven't received any call back from Zahir Abdul nor did I received any follow-up call from Sisonke.

I find this service from Truworths and Hollard to be extremely *********l and unprofessional! It is a funeral policy - something I haven't claimed from nor received any benefit from between my cancellation date of 12/3/2020 and final payment date of 29/2/2020.

I haven't received any correspondence from Truworths or Hollard regarding the cancellation procedure of this policy or my account and would like to receive confirmation from Truworths & Hollard when they did forward this communication to me. If no correspondence was ever sent then I would like to receive a copy of the call when Truworths/Hollard had sold the policy to me and clarified the cancellation process with me.

Your urgent assistance is requested!