6 April 2017

I am extremely disgusted by the Service Level of Metropolitan Life call centre - ********** 724.  I requested for my refund on 29/03/17. I faxed all the documents -1.  Certified copy of ID document ( not older than 3 months), 2.  bank statement and  indicated the amount that should be refunded on the Certified ID document. These are the documents the call centre consultant  requested I should send and explained that it would take 3 to 4 working days for the refund to be done. I contacted the call centre on Monday 3 April 17 to follow up on  whether all the documents was received and the consultant explained it will be processed for payment. On 5th April 17, I contacted the call centre to follow up and then only  am I informed by Precious,  that I needed to send the confirmation of payment.

After all this contacting only then I am told to send it. Today, 6th April 17 @ 10:00am,  I followed up again to find out whether the confirmation of payment that I sent via email was received, the call centre consultant informs me that Metropolitan Life awaits confirmation from my bank about whether the debit orders were paid successfully and that the refund will only be processed next week. OH MY HAT! This angers me and it is a waste of time. If protocol or procedures were followed in the first place by the Metropolitan Call Centre Consultants and had they explained properly what needs to be done I would not have do this. This indicates that Metropolitan Call Centre Consultants are not trained and are totally clueless as to how their refund policies work.  This well established company having this kind of service level reflects poorly on the company. I would appreciate it if this matter could be sorted out as soon as possible - " my refund"and "that the staff are properly trained to avoid issues of this nature".

By Portia Cerff

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