360-BAD

Name: Miss M Mzolo Vehicle: ND 725 444 Cell: ********** or **********

Good day,

I am very disappointed with the service I have received from your company for the past day. I contacted your company on 23/11/2018 and spoke to a lady by the name of Thato. We had a general discussion regarding my maintenance plan as I was aware that it was about to expire. From the time I dealt with your company I have never received any correspondence at all not even a welcome pack stating that I am a registered client.

The only place where we would have any form of interaction was when it was time to deduct monies from my account. Thato told me that my maintenance lapsed on 1/11/2018 but have a 30 grace period and confirmed that I can still have my car serviced before the end of this month.

I later asked that she gives me a quote on a new policy and was again transferred to another department and was told that I wouldn’t be able to given a final price on the policy as necessary calculations needed to be made etc. mileage and model of car and was told I would get a call back in the next 30 min.

30 min has become more than 2 days. Upon getting the go ahead from your company regarding servicing my car, I then contacted my local dealer to book a service and I was given the earliest date being 26/11/2018.

Yesterday my dealer contacted me saying that the liaised with your company and was told that the policy had lapsed and I will be liable for the cost incurred. I had to leave my workplace and was not in the office for most of the day and had to make means to get to the dealership as I needed clarity from them knowing that I had received confirmation from your company on the 23rd of November that everything is in order.

I wouldn’t of taken my car to the dealership if I knew that the service wouldn’t of been paid for. My partner then spoke to Mbuso and was given a whole chunk of **** saying that the information given on the 23rd was false and was not even recorded on the system and that unfortunately your company won’t pay.

I then decided to call myself and really looked like a clown screaming and shouting in the dealership liaising with your company being placed on hold for almost 15 min and being told that it still won’t be paid then I demanded that you pull out the call record. I was told that I will be called back after the call has been listened to but still no one called me back. I had to exhaust my own resources again and finally was told that Thato did confirm this and it was an error on their side and the claim will be authorised. I was told that when the dealer calls they must speak to Clinton. The dealer called and was told that the policy had lapsed again 01/11/2018.

I had to leave the dealership again without my car as they refused to release it. I really don’t have time for this you guys are really disrespecting me and my time. I demand that you call the dealership today as I am not prepared to exhaust my resources again today.

Ford Dealer: CMH BLUFF Name: Nokulunga Tel: **********