1 reviews | Active since May 2022
Unauthorized Policy and Lack of Assistance
I am writing to formally raise a concern regarding an unauthorized policy taken out in my grandmother’s name.
An agent identified as Kgothatso (***0) from Two Mountains registered my grandmother for a policy without her consent or authorization. This is a matter of serious concern, as she did not agree to or sign up for any such service.
I have made numerous attempts to resolve this issue by contacting Two Mountains through their call centre. On each occasion, I have been assured that an agent would return my call to assist with cancelling the policy and arranging a refund. Unfortunately, no one has followed up as promised.
In addition, we visited your Hammanskraal branch in person, where we were informed that they could not assist us with the cancellation and that we should contact the call centre instead. This has left us going in circles without any resolution. We have also attempted to reach out via your WhatsApp line, but have received no response.
This situation is deeply concerning, as it appears that vulnerable elderly individuals, particularly pensioners, may be taken advantage of. I kindly request urgent intervention to: • Cancel the unauthorized policy immediately • Process a full refund of all monies deducted • Investigate the conduct of the agent involved
We hereby acknowledge receipt of your complaint submitted to our department, TMU005475.
Our team will review the details thoroughly and provide updates on the progress of your complaint in due course. Should you have additional information to submit, kindly forward it at your earliest convenience.
Thank you for bringing this matter to our attention.
Kind regards,
Two mountains’ Complaints Department
We hereby acknowledge receipt of your complaint submitted to our department, TMU005475.
Our team will review the details thoroughly and provide updates on the progress of your complaint in due course. Should you have additional information to submit, kindly forward it at your earliest convenience.
Thank you for bringing this matter to our attention.
Kind regards,
Two mountains’ Complaints Department
Thank you for acknowledging receipt of my complaint (***).
However, I must express my serious concern and dissatisfaction, as I have yet to receive any meaningful feedback or the promised follow-up call regarding this matter. This issue has been ongoing, and despite multiple attempts to resolve it through your call centre, branch visit, and WhatsApp line, no action has been taken.
If I do not receive a response or resolution within 48 hours, I will have no option but to escalate this matter to the relevant regulatory authorities and consumer protection bodies. I trust that this matter will now be treated with the urgency it deserves.
Thank you for acknowledging receipt of my complaint (***).
However, I must express my serious concern and dissatisfaction, as I have yet to receive any meaningful feedback or the promised follow-up call regarding this matter. This issue has been ongoing, and despite multiple attempts to resolve it through your call centre, branch visit, and WhatsApp line, no action has been taken.
If I do not receive a response or resolution within 48 hours, I will have no option but to escalate this matter to the relevant regulatory authorities and consumer protection bodies. I trust that this matter will now be treated with the urgency it deserves.
Your complaint, TMU005475, is currently under review by our Complaints Department. Our team is actively investigating the matter to ensure a comprehensive resolution.
We will communicate the findings and any subsequent actions once the review is complete. Should you have further information to provide, please do not hesitate to contact us.
We appreciate your patience and understanding.
Kind regards,
Complaints Department
Your complaint, TMU005475, is currently under review by our Complaints Department. Our team is actively investigating the matter to ensure a comprehensive resolution.
We will communicate the findings and any subsequent actions once the review is complete. Should you have further information to provide, please do not hesitate to contact us.
We appreciate your patience and understanding.
Kind regards,
Complaints Department