JP
Jeanne P
Active since Sep 2017
13
Reviews
0
Industries
Reviews
13 reviews3 months ago
Multiple Errors on policy and obnoxious agent
Until recently I have deemed Outsurance to be excellent. All claims I have ever submitted were paid out promptly and relatively seamlessly. Call centre always excellent, to the point where I have recommended many people to Outsurance and left a review here singing their praises. My sorry story: We recently purchased a new house, Outsurance added it to my policy and all went relatively ok, with a few hiccoughs, but moved on. We were then forced by the bank to change the policy into a new one in my daughter's name as she's the bond holder of said property. The problems started here. Bottom line was that new policy was issued to her. We thought all was up and sorted out, then last Friday I phoned outsurance as the transfer of the house has been delayed indefinitely and the start date of the cover had to be moved, so was essentially cancelling the insurance until we had clear clarity when transfer will happen (it could take months), It was during this call that I discovered that the house was still on my policy as well as my daughter's (also with outsurance the cancellation and new policy were done during the same call). It was then that the games began and I encountered one of the most obnoxious agents, Sohail(?), I have ever had the displeasure of working with. He just couldn't accept that I was cancelling it. I explained the situation and then he put me on hold for some or other reason. I was on hold for a long time, in total my call was almost half an hour. I then discovered that he put me on hold to phone my daughter to fact check me. I've been a client of theirs for many many years. It was rude and insulting, to keep me on hold to make another phone call "behind my back" is outrageous. When he got back to me he once again over explained how insurance works after going through this a few times already, trying to convince me to rethink. This after knowing full well that the house is insured on a separate policy as well. Someone overhearing the conversation said "he's like poo on your shoe, just can't shake him off". He reluctantly removed the house from my policy and said that my daughter must phone in seperately to deal with the matter, which was fine. I declined a call from Outsurance the next morning knowing it would be the aforementioned. And then I called the call centre to verify that my policy was amended. It was during this phone call that I learned that the house (now insured in my daughter's name) not only had the wrong address, it had the wrong town!!! I was shaken and tried to get a complaints department to escalate this mess. I was told there is no complaints department and they put me through to someone else. He listened patiently and then told me that he would escalate the matter and the manager of the department would listen to the calls and revert. This was Monday morning. It's Friday now. I have yet to hear from anyone. I phoned again an hour and a half later to vent, and this time was hardly listened to and bluntly told there is no complaints dept and I must explain everything .... again. I'm not proud to say that I lost it at this point. So. What to do? Leave Outsurance after all these years of highly recommended service, or stick it out and see if this bad patch goes away? Problem is that one individual doesn't represent a company's efficiency, but 4 separate call centre agents messed up. Is Outsurance going backwards? Why? Do we jump ship now and regret not doing so when needing to make a claim and similar errors and incompetence occur when I need them? The problem being that I was so happy with them for all these years. I decided not to do anything until after I hear back following the promised escalation. Nope, nada, niks, sweet blow all, so I've started shopping around for recommendations and getting quotes. Just dreading how much trouble it's going to be to get the poo off my shoe when cancelling all? Let's hope it doesn't get to that, following this review, somebody cares enough to contact me to explain what's going on. So so disappointed that this is the only way I can get Outsurance's attention, if indeed I get any response whatsoever.
1 reply
3 months ago
Have had major and minor claims with Outsurance
Have had major and minor claims with Outsurance. They have been exceptional. I could go on and on, other than my house burning down and the compassion on top of the claims being met to the cent of my losses. Calls are always answered promptly and dealt with to completion. Thank you so much
1 reply
27 months ago
Pineapple - questionable ethics on quotation and contravention of POPIA act
I received a telephonic quotation from Pineapple, which I accepted telephonically. When I received the email with the policy document, the premium was R 200ish more than the telephonic quote which was accepted. The first notice from them indicated my daughter as the primary driver and that she lives in East London. Then the policy document was received which reflected my husband as the driver and that the car was registered to be used in Cape Town I phoned to ask what was going on. It was fixed, however, the quote then jumped by a further R 400! R 600 more than the original quote on the phone. This is not ethical. Had I not been astute I would have been misled On complaining to PIneapple I was assured telephonically and by email that the recordings would be listed to and that they would revert. That was almost a week ago and of course I haven't heard a peep. Obviously I cancelled immediately. The ethics of this company are dubious and if admin is so poor with first interaction, I would hate to know what it will be like when making a claim Then the shock of all shocks - I started getting calls from a car tracking company -6 of them in total. Where did they get my details? from Pineapple they disclosed. This manifests my impression of low ethics - POPIA act - what's that? It would take a lot of first account convincing to make me ever change my view of this company. Perhaps all your short cuts per your ads are also extended to not wasting resources in contacting clients when premiums change or returning calls per commitments.
3 replies
44 months ago
Takealot in house fraud - reporting is almost impossible
I have concerns about fraud taking place at takealot. This doesn't affect me, but if I'm right, then their merchants or the company themselves are being taken for a ride My complaint is that I am trying to reach someone at takealot, after searching for a contact number, I found it, not on their site, but by google search. The person on their call centre was most helpful and gave me the reception number, but this is not answered. I leave this in your hands now to contact me.
0 replies
48 months ago
Hirsch online is dubious, but Milnerton Branch more than makes up for it
Mixed feelings about this review. But the end result was so good that I just had to pay a compliment publicly. Hirsch has this strange thing that when you buy online and you do a return (at a store) the refund is done off site and takes a few days. In my case it took a month - after a bit of nudging from my side. This left me feeling rather uncomfortable and dubious ON Saturday I went to the Milnerton store (LOVE the shop), despite my misgivings, and decided to raise the aforementioned with the store manager as a learning curve for all and to iron out misunderstandings. He certainly rose to the occasion. my pendulum swung from disgruntled to absolute confidence in Hirsch's thanks to the manner in which it was addressed and the sincerity of his apology. Then on to the major appliance section. After having been to Tafelberg with practically zero service, I entered the world of impeccable service. Full marks to Layla Meyer for her patient and knowledgeable help. I so recommend shopping at this branch. If only Hirsch would do something about their returns policy, I would consider it the rolls royce of appliance stores.
0 replies
56 months ago
WFS
I am a devoted Woollies customer and am writing as such as I have had an account with Woollies for years. I do not want to close this account as it suits me and I get occasional benefits from using it. However, the Financial Services of Woolworths' customer service is so awful that under different circumstances, I would close my account in a heart beat. For this reason, I am writing this review in the hope of getting a response from WFS regarding their appalling phone calls to me and improving their service Background and Summary of events: 1. When WFS calls you to increase your limit etc, they ask for your date of birth to verify who you are. This despite them phoning me. In today's times of fraud, this is not acceptable practice as pointed out on numerous occassions. I will, therefore, not proceed with these calls. I have offered advice on how they can get around this 2. I clear my account every month 3. I have, in the past simply forgotten to settle the account, but did so once it was brought to my attention. No problem here 4. Last month I spent more on my card than usual. The final purchase, pushing me over my credit limit. The sale went through and I was unaware that I had breached the limit. The sale should have been declined. I was blissfully ignorant and WFS system failed them. 5. A day or so later I received a call from WFS stating that I had exceeded my limit and was to sort this out immediately as I was contravening the credit act, or something like this. I was downright embarrassed and equally so annoyed at being treated like a criminal 6. I returned from holiday on Monday this week and completely forgot to pay my account. Account was due on the 8th. On Tuesday morning I got 2 phone calls to tell me that my account payment was overdue. It was no courtesy call, but felt like a demand and an accusation. I went directly to Woollies and settled the account in full. The 2nd phone call was a few hours later... I take pride in not owing money, I am mortified that this happened at all, but above all, I think that WFS needs to change their systems to be effective and to address training of their call centre agents to address outstanding fees with a gentle reminder that it should have been settled less than 11 hours before. No demands, simply a reminder should suffice. The mafia hitman debt collection attitude is insulting and humiliating. It may be necessary for some, but customers history should be taken into account when making these demands As for the call regarding the exceeding of limit. That was a reflection on poor admin on your side and utterly rude and uncalled for
0 replies
72 months ago
Woolworths Fin Services - Store account card NOT holiday repayment period as per announcement by Woolworths
Woolworths sent an email to say that they are offering a 3 month holiday on settlement of their store accounts. I took advantage of that. Last week I received a phone call and was advised that my account was overdue and when would I be making a payment. I explained the above and was told that I had it wrong. I made a payment. There's more to the story, but my complaint is above. I phoned customer services of Woolworths Financial services. They told me to write an email online. I did that. It bounced back telling me that another company will phone me or email me. Nobody has bothered responding. I am hoping this gets someone's attention to tell me whether this has affected my credit record???? If so, what is my recourse? This goes completely against your assurance. Perhaps everyone should sit up and pay attention.
0 replies
86 months ago
Misleading information and blatant incompetence
we were notified that AVIOS programme was closing at the end of May. I phoned AVIOS to determine what to do to continue earning miles. I was given the following responses following two seperate phone calls. the calls were monitored, hopefully they can be traced. First one: AVIOS credit cards will be moved over to BA Credit Cards and they were in process with reissuing the BA credit cards, just wait till further notice Second one: AVIOS programme no longer cancelled, continuing as before I recall a third phone call that the call centre agent said it was only the end of May. But there may have been a misunderstanding here, so not confident. Another phone call (I made many) I was told that the miles would automatically be transferred and no further action required. Again potential misunderstanding HOWEVER, the fact remains that since 6 April I have not earned a single AVIOS/BA mile. I deliberately spend on my card instead of EFT etc. in order to gain miles. I even bought a plane ticket this month for the same reason. I am sure you understand why I am appropriately upset and feel lied to. misled and defrauded by both ABSA and AVIOS. Worse still is the passing of the buck between AVIOS/ABSA?BA call centres. All of whom tell me it's not their problem and to phone the other.
0 replies
86 months ago
Misleading AVIOS miles programme since April BEWARE
we were notified that AVIOS programme was closing at the end of May. I phoned AVIOS to determine what to do to continue earning miles. I was given the following responses following two seperate phone calls. the calls were monitored, hopefully they can be traced. First one: AVIOS credit cards will be moved over to BA Credit Cards and they were in process with reissuing the BA credit cards, just wait till further notice Second one: AVIOS programme no longer cancelled, continuing as before I recall a third phone call that the call centre agent said it was only the end of May. But there may have been a misunderstanding here, so not confident. Another phone call (I made many) I was told that the miles would automatically be transferred and no further action required. Again potential misunderstanding HOWEVER, the fact remains that since 6 April I have not earned a single AVIOS/BA mile. I deliberately spend on my card instead of EFT etc. in order to gain miles. I even bought a plane ticket this month for the same reason. I am sure you understand why I am appropriately upset and feel lied to. misled and defrauded by both ABSA and AVIOS. Worse still is the passing of the buck between AVIOS/ABSA?BA call centres. All of whom tell me it's not their problem and to phone the other.
2 replies
86 months ago
Zero communication or feedback
I am trying to open a credit card with BA/ABSA. There is a glitch on the online application and I have phoned their customer services several times - 0861 422 000. On each occasion the person I spoke to couldn't assist me and assured me that a "manager" would return my call. I am still waiting. This has been going on for a month now. Today I was on hold for 34 minutes with no reply. Is this worth the while to use this facility? Is this a sign of things to come when one has difficulties with this card?
2 replies
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