Active since Apr 2017
21
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Reviews
21 reviews6 months ago
Incorrect items delivered
I placed my order on the 20th of Oct and received today. At first I was confused by the extra package and when I opened it, it was a beautiful carpet. When I opened the mattress topper: 1. The package says topper but inside is a duvet 2. The zip of the the package is broken, half the duvet wasn't even zipped 3. As I was unwrapped (coz I thought it's squashed just like the mattress) I noticed where the zip is open, it is dirty What I would like to know is who authorized this change because I didn't. Where is what I ordered and paid for?
0 replies
15 months ago
Amazing Interaction with Wayne Cooper :)
I had the pleasure of interacting with Wayne and he was very friendly and professional. Put a huge smile on my face 😌. He knows how to build rapport and make a customer feel important and not just a number. Wayne is truly a Service Champion 🏆
53 replies
16 months ago
Poor Claims Handling
It is really disheartening to be be treated in such a manner when I now start using the plan. I contacted 1 plan on the 19th when I was unable to load funds on the app that my dog had a specialist appointment on the 20th and after his visit, I submitted all necessary documents including POP showing I paid the extra amount but when I now ask about my refund I am told I am not due a refund (yet I was given the impression that I will be refunded by Lutendo), when I was chasing my money, only then were T&C's now explained (same as my recent claim, after not giving in, the claim was approved "with lineancy"- a term or phrase that when I ask what it means I am told of the cover limits and not explained to what the lineancy means. Still waiting for call from the claims manager). As I said, I am given the impression that I did something when I have been nothing but honest and upfront but the same courtesy is not given to me. When you ask why on 1 claim I was refunded whilst the other I am not then I am told how 1 claim was processed under different benefit because of the procedures done. When you ask questions it's like you are not making sense. This is poor service
112 replies
16 months ago
Amazing customer service- JP Rooi
I had the ABSOLUTE pleasure to interact with JP ROOI who helped me with a new policy and a massive impression was left on me by him. He explained the benefits to the TEE, was clear to understand and answered ALL questions I had with ease and confidence. His rapport building skills are really impressive. I hope the other agents I will deal with in future will meet or surpass the bar set by Mr Rooi because Maks now has every high expectations Again, thank you... Mary-Anne
112 replies
17 months ago
Exceptional Service - Thabang Mpyana
I will admit I am not an easy person to deal with after getting agited.. I had the absolute please of dealing with Thabang after the broker properly messed up my plan (was on the verge of cancelling), Thabang assured me that he will resolve my issues and did just that!! This is just a little gratitude I can show him for keeping to his word :)
56 replies
17 months ago
Krystal Munsami is a Viiiiiiiibe 😁😆
Biiiig ups on the WhatsApp option 🎉🎉. I had the absolute pleasure of being assisted by Krystal Munsami today ( here me out, I DON'T recall a time I wasn't left feeling like I'm a millionaire dealing with you guys since the inception of my plan but today was different ☺️). Technology was not technologing lol and the level of patience I received from Krystal was really amazing. I know it's weird to say but her aura was just amazing, felt like I was chatting to a buddy (excellent rapport building skills) and mind you, she was saying anything weird, just her aura during the conversation, I felt important ❤️ If I could move my car & home cover over to you guys, I would. Always a PLEASURE
56 replies
17 months ago
Siyabonga Mulaudzi is such a vibe 😁😁😆
I had theeeeee absolute pleasure of speaking to Siyabonga Mulaudzi who introduced me to Uncovered. His sense of humour is UNMATCHED ☺️ lol. I'll forever be grateful for making me realize that my car has 24 (same day I was born) which has made me love my car (Lehumo) even more. May you be blessed Since, I have been dealing with Themba and I know I'm a handful and he seems to ALWAYS be on the ball (despite the curve ball). Has been an absolute pleasure dealing with both gentlemen and ofcos the 2 ladies that have been in contact (I am sorry I forgot your names ladies)
0 replies
18 months ago
******** and Unauthorized debit - 0718393553
On the 26th of Aug, I submitted a cancellation of my contract request (during the call, I explicitly asked the agent, when the last debit will be and he advised of Sept 2024. On the 26th of Sept I received an sms confirming my number was on prepaid. To my surprise, on the 17th of Oct I received an sms stating that I will be debited (amount was even R40 more than what I was paying) which I then called mtn and spoke to Themebelihle / Thembekile who confirmed that the debit is incorrect and submitted a request to terminate the transaction (I even stated to her, if the debit does go off, I will call on Monday the 21at very unhappy, see ref: REQ000005547157 The debit went off and when I called to request a refund, I was told how the debit was correct then I requested that the call when I submitted the cancellation and when I called on the 17th be pulled and listened to... I have spoken to sooooo many agent that some I have even lost track off.. On Thursday 24 Oct, on a call with Paul, I requested to speak to a supervisor and till now, I am YET TO BE CALLED BY A SUPERVISOR... To make matters worse, mtn advised that the cancellation was done by their 3rd party (whom I had no idea even existed, my details are accessed by them without consent) have called reiterating that they did advice of the last debit being in Sept. I have been refused access to management because: 1. I spoke to Kim Basson on Friday who promised a resolution by EOB today (04 Nov) but no resolution was received instead, a request was sent to the 3rd party to call me and try fix a mess that they created by trying to avoid my direct question - IT HAS BEEN PROVEN ON THE CALL WHAT I HAVE BEEN SYAING SO WHAT ARE THE NEXT STEPS, instead Thembekile who called me tried to justify the unauthorized debit that HAS ALREADY happened. I told her off (not proud but I am gatfol for the lack of TCF being portrayed by you yet you expect empathy from me). I called and asked spoke to Thokozile who said her supervisor will call be back immediately but its 6pm now and no call from Xola Velelo. I have sent numerous emails with no acknowledgement Your process is agents and if not resolved supervisor and if not resolved still manager... It has been over 15yas and complaint is still not resolved, your CEO Ralph doesn't respond to emails either- who should this matter be escalated to or should I reverse the debit and then wait for YOU to hound me??? The 1 star is VEEEEEEEERY generous
53 replies
25 months ago
Amazing service- Millicent Malandula
I just got off the call with Millicent Malandula (I hope I spelled her name correct) and what an absolute pleasure it was, my goodness. Veeeeery knowledgeable and very friendly (felt good making her smile because she made me smile too). I threw a million questions at her and though some didn't make sense, she was able to answer all of them (hence more questions came lol). Awesome way to start my week, thank you Millicent and I hope you will have a fantastic year
53 replies
26 months ago
No Process for Dual Insured customers
I called in today wanting to understand the process when it comes to Dual Insurance and no one from customer service or CLAIMS could answer (I ended up explaining what Dual Insurance is😒)??????? When I enquire about documents I need to produce to confirm I am covered for benefits stated in the cover that comes with the loan so this cover is canceled I am in essence told I cannot because this cover is mandatory. How is this fair on me when I no once can say what percentages apply in case of dual insurance nor am i advised accordingly on how to protect myself should I have a claim, instead you have people like Buhle (in Life Claims) and Moeketsi in customer service that don't know what Dual Insurance is, what the SA law says around Dual insurance. Please listen to my call with Buhle, if this is how Claims agents speak/avoid direct questions then I am in trouble!!!! I will be logging a formal complaint with the Ombud (FOR THE DURATION I HAVE ACTIVELY MADE PAYMENTS TOWARDS THIS COVER ) as FNB expect me to pay for a cover that I DO NOT NEED yet can't say how the payout will apply (NON DISCLOSURE), instead I am asked to remember if I did say I have cover or not (instead of pulling the call)- WHERE IN THE POLICY DOCUMENTS IS THE PROCESS OF DUAL INSURANCE MENTIONED, I was told to refer to my docs (yet no clause about non-disclosure😒) If it's not being asked for me to digitize my electronic signature, having to wait for 48hours for COC or a quote then it's this????? What is next????
116 replies
Review Distribution
5 Star
9 (42.857142857142854%)
4 Star
1 (4.761904761904762%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
11 (52.38095238095238%)