Unhappy customer

Good day A&G,

I am writing this email as a disgruntled customer that has been treated unfairly and would like you to investigate my complaint. My policy number is ***.

On the 11th of October 2024, I called in the morning to advise that my car had broken down and I was requesting a tow for my car from Vryburg to Johannesburg and a family run.

I spoke with Chadwin who advised me that he will check what I am covered for and will give me a call back. Chadwin confirmed benefits and gave me a call back and advised that my car can be towed to Renault Bryanston with no charge to me and that I am covered for a family run, I advised him that I will call back to confirm all the details as I need to know what time I will be done with work, I think this was around 9 or 10 am.

I called again after I was done with work around 11 am and I spoke to another repren lady (I don't recall her name), she advised me that Chadwin has misinformed me and that the next dealership my car can be towed to was in Klerksdrop and I advised that I want my car to be towed to Bryabston as advised. She said that she is correcting the error that was made which is not my fault.

My request was fair as I was promised a location that was close and this was after the consultant confirmed with his team leader. I received a call from the tow company at 12:47 advising me that they are towing my car to Kimberly which is 5 hours away from my house. This was the 3rd time the tow destination was being changed,

I was now highly upset at this point and advised the tow company not to move my car. Chadwin called and I requested that my car be moved to Klerksdrop. He advised that the lady that I spoke to was wrong and the next dealership was in Kimberly, I was confused at that time as I didn't and I requested them to book me a family run. I was advised that I can be covered upto R 1500 or I can make alternative arrangements and I will be reimbursed R500 (I was not advised of the claims process). My emotions were now a play thing for your agents as no one wanted to hear what I was saying.

I called again and I spoke with Lehlogonolo who was able to see that there is a dealership in Klerksdrop that is within the range. I called again on Saturday and asked what is required to claim for the R500, as I had asked someone to take me and my family home and they charged me R451. When I asked which dealership my car was been My request was for the original arrangement to be honored and to be reimbursed the money I spent to get home.

Thank you for your attention to this matter. I hope to resolve this issue promptly and look forward to your response.