Formal Complaint Regarding Mismanagement of Policy Cancellation and Unprofessional Conduct

Dear 1.618 Group Complaints Team,

I am writing to formally express my dissatisfaction with the handling of my Discovery Insure policy cancellation and the unprofessional conduct I experienced from your representative.

I had entrusted 1.618 Group, as my broker, to manage the cancellation of my Discovery Insure policy. Despite my cancellation request being submitted three weeks ago, I recently discovered that the policy was not effectively canceled, resulting in an unauthorized debit of R900 from my account. This demonstrates a clear lapse in your service delivery and accountability as my broker.

To exacerbate matters, on November 14th, I received a WhatsApp message from my broker stating that they "never want to deal with me again." Such behavior is wholly unprofessional, inappropriate, and unacceptable in any professional relationship. I expected a higher standard of service and communication from 1.618 Group.

I require the following actions to be taken immediately:

A formal explanation and resolution of why my policy cancellation was not processed as instructed. This is a confirmation that all matters relating to the cancellation are now finalized. An acknowledgment and apology for the unprofessional conduct displayed by your representative, as well as clarification of how such issues will be addressed to ensure they do not happen again. Should this matter remain unresolved or should I continue to experience such unprofessional treatment, I will have no choice but to escalate my complaint to the relevant industry regulatory bodies.

I trust that you will address this complaint promptly and professionally. Please confirm receipt of this email and respond within 48 hours.

Kind regards,