MT
Masego T
Active since Jan 2024
2
Reviews
0
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Reviews
2 reviews28 months ago
Service deterioration
I sent a review on 2 January 2024. The next morning, I was sent a number to contact since I couldn't get through to their office contact numbers, which I did with no response. A few minutes later, the guy contacted me and promised to give me feedback on the lapsed policy in question by 10: 00 am on 5 January 2024 after an altercation between us. Instead, I got feedback on 5 January at 12 pm regarding only 2 of my policies and not the one I was told had lapsed. That's customer service for you at Pure Hearts Funeral Catering Services. I work for a big Corporate where media complaints are treated with urgency and know very well that a satisfactory response must be given within 24 hours. With Pure Hearts, I have been waiting for 6 days for a satisfactory response.
0 replies
28 months ago
Service dissatisfaction
I have 3 policies with Pure Hearts which are registered between myself & 2 sisters since I could only have 1 on my name & needed to cover everyone in my family. Around August in 2022, I was told one of the policies had lapsed which left me confused since I pay for all 3 policies concurrently. Since then, I have been attempting to get the policy reinstated ( by the way, I continued to pay). No one, including the founder is assisting me despite numerous attempts. I have left no stone unturned and physically attended one of their funerals in October 2023 and spoke to the son who took my contact details and promised to get soneone to call me but to date, I am yet to be assisted to get the policy reinstated. I mentioned to the founder in my desperate plea that, my mom is on the same policy I'm told has lapsed and I will not forgive myself should I not be in a position to give her a decent send off but this doesn't seem to have meant anything to him. I'm really frustrated as this matter has been going on for over a year now. I can't get through to any of their phone numbers and my chats on whatsApp are just being read& ignored. All I need is for someone to reconcile all the payments I have been making so that the policy can be reinstated. I have since indicated to them what seems to be the issue resulting in them not being able to allocate yet all that has fallen on deaf ears (instead of using the policy number as reference, the initial & surname were used). I pointed this to them in November when they could have picked this up themselves when they realized there was no premium allocated towards this policy.
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Review Distribution
5 Star
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4 Star
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3 Star
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2 Star
2 (100%)
1 Star
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