bad service

I would like to log a complaint with the claims department for AVAF.

Clam number ********** 8*003 Id number 890 ********** 082 ND Mokwena Contact ********** 039/ ********** Registration CR75NT GP

I was involved in an accident I logged a claim on the 20th November 2018. I was told that the assessor will get back to me. I had to wait for days before the assessor was allocated. Peter van Heerden assisted in getting me an assessor while assisted by Lebogang Matloja only to find that they allocate someone who is on leave, I was the one who had to call the assessor only to find out that he is on leave. Then call the claims dep they said will reallocate someone else to assess my car then I had to wait until Friday the 23rd November 2018 for my car to be assessed. Then comes Monday no feedback I’m the one who is supposed to call back to find out what is happening with my car. Been told that Kelebogile Bezu is the one handling my claim left numerous messages for her to call me.and update me of what is happening with the claim because always when I call I was told that she is busy. She never calls back or have the decency to send email or sms. 

From the 20th I’ve been calling every day and be given lame excuses what is happening with my claim.

28/11/2018 I called was informed that the claim was sent to manager for sign-off today it’s the 29 still no feedback I have to call them got hold of Palesa Ngobese who told me that she can’t find my claim told her that there is a claim asked who is the person handling the complaint would ask Kelebogile to call me back. I told her that I don’t want to be called as she doesn’t call me with any feedback. I hold the line for 25 minutes while Palesa went around trying to get someone to assist me, came back said my claim was approved referred to panel beater. No one gave me all this information I’ve been running around like a headless chicken to get assisted why are we failing our clients so bad, what kind of services is this that the client needs to call us every now and then to find out what is happening with the claim? This is the reason why we lose clients to our competitors due to bad service. We might have changed the appearance if we do not change the bad attitude on the job we hired for we might as well go home.

Palesa promised to come back to me with the information which panel beater are allocated but she never called as well  . now I have to call back no one is answering