Audi finance - Bad experience (Un-professional conduct and poor call centre management)

Item: Audi South Africa
Rating: 1
Author: angel A

I write this letter to audi finance which is the 5th time been complaining about one thing. During mid April 2016, I was called by insurance under the umbrella of audi finance (I think was called Audi Sure. As I agreed with the consultant who called, the policy was not finalised since I didn't provide him with all information, such as exact detail address. He responded that, he will send the policy document to look at and this policy will make it to start effective from 1 June with first payment being deducted end of May. However, by the end of April 2016 there was a deduction of monthly insurance premium (R+1500) which was not supposed to have been deducted in the month of April 2016 since policy was only starting in 1 June 2016 with first payment being end of May 2016. Due to this, I had paid my current insurance together with audit company insurance during April 2016, which therefore meant I had 2 insurance for the month of April. You are aware it is not allowed. Further to that, I needed to give my current insurance 30 notice period (being month of May), therefore it was not possible that I could have been covered from May 2016. As result of the above, I wrote an email on the 26 April , to complain and request a refund and to cancel the insurance before its even start. I received a call and I was assured that it was a mistake on their side and they will refund the amount and I was directed to cancelation unit where I did cancel the insurance during April (take note insurance was only supposed to start 1 June) The amount of refund as per above was honoured. However, the same problem happened again for month of July, August and November (I have emails for each month when the incident happened). To my surprise, each time when they called, I was assured that this will not happen again. Again the premium for month of July and August was also refunded. The premium for month of November was reversed by me (see more detail bellow). During the time it happened in November which was then 4rth time having unauthorised insurance deductions, I had to call my bank to reverse the entire payment since I was expecting to pay my children school fees with such money. I therefore called audi finance and explained. The explanation from audi finance was more about apologising and requesting that I furnish with proof of my current active insurance. Take note each time I was called to rectify and refund (for all 4 incident), I was always asked to provide proof of my current active insurance to see if im still covered and this was always send to them TAKE NOTE, ALL THIS TIME I WAS INSURED BY MYWAY SINCE THE DAY I BOUGHT THE CAR. THERE HAVE NEVER BEEN A TIME MY INSURANCE WAS INTERUPTED OR CANCELLED. Therefore, moving to current situation, on the 4th of April 2017, I called audi finance to request a border letter since I was about to travel to Mozambique for Easter holiday. I was therefore told they will not issue the letter since I owe an amount of around R2500 for insurance and will need to settle the areas before can get the letter. I was very shocked, since based on my stories above, I never had insurance with audit, the mistakes was always on their side to have unauthorised deductions to my accounts and failing to update your system accordingly. Due to urgency of the boarder letter, I settled the amount knowing that it is not supposed to be settled since I do not owe any insurance amount. Before I made such amount, I first called audi finance and they took me from pillar to post. Each person I was directed to, the person will tell me it’s not they section. This was also the case at most cases whenever I compliant, I was only answered (called back) by relevant person only when I wrote a letter. This also meant the call center have most poor services I ever seen. This is evidence because, I will be sent to several people and each claiming its not their section. Municipality call center are better compared this call center. I have also sent this letter more than a week ago and no respond to date. Take note as well, calling never helped, since have to explain the entire story and therefore will be told, it’s the wrong department. KA Ngomana

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