C-track
No service delivery

I sent an email 3 weeks ago to request my account to be frozen. My car was written-off in an accident, so I wanted my account frozen until I get a new car. I tried doing this over the phone but was told by the call centre agent that they could not help me over the phone as they needed the request in writing. Now, 3 weeks later, I have not had a response to my email, and my bank account was debited with the monthly premium, so my account has clearly not been frozen. This poor service is appalling!

1) Don't offer a service which you cannot deliver on, and
2) If you are experiencing high volume requests then ensure you have enough staff to accommodate your customer base! "High volumes" is absolutely no excuse for not delivering...