Momentum
Confusing information and e-mails not received

I work for an insurance broker and we sent in two cancellation letters for a client and got two auto-replies from Odyssey. Then we phoned to enquire if the instruction was being processed we were told that the one mail had not been received. It was re-sent yesterday and then we were told that it was too late for the debit run. The other cancellation letter was processed and surrender forms were sent for the client to sign but the debit order has not been cancelled as the client requested. Upon phoning the call centre we were told that if the client signed another letter just cancelling the policy it would be processed, then he could do the surrender later. Today we were told that he could not cancel the policy and he had to go into the bank to cancel the debit order... please can someone just help us to cancel the policies as per the clients request!
(Supplier name changed from Metropolitan Life to Momentum by Hellopeter.com)

Company: Momentum
Country: South Africa
City: ODYSSEY

  <     >