Brooks & Luyt’s Communication Failures Leading to Extra Costs

I have experienced constant communication issues with Brooks & Luyt:

Unreliable Call Connections: It’s nearly impossible to complete a full conversation because the phone lines keep dropping. If I do manage to speak with someone, the call often cuts off mid-sentence.

Poor Continuity in Service: Each time a new representative answers, my account history seems unknown. I’m forced to re-explain everything from scratch, which is frustrating and time-consuming—especially when the line drops again, and I’m back to square one.

Settlement Agreement Errors & Lack of Follow-Up: In December, Brooks & Luyt and I reached a settlement agreement, but the official letter they provided had errors—for example, it wasn’t even addressed to me. This raised serious concerns about the payment details, and given my history of phishing attempts, I wasn’t comfortable proceeding with payment. I repeatedly requested a corrected letter and was promised a callback, which never happened.

Higher Charges Due to Brooks & Luyt’s Mistakes: Now, in January, I’ve been informed that I no longer qualify for the same settlement offer, and I’m expected to pay an extra R2,000—purely because Brooks & Luyt made errors and never fixed them on time. This is unacceptable; I should not be penalized for their mistakes.

Lack of Accountability: I’ve emailed the manager, Phillip Sithole, multiple times, with no real response. One representative told me it’s “out of their hands.” I find it hard to believe that a company’s own errors are beyond their control, yet they expect me to bear the cost.

Overall, I’m extremely frustrated with Brooks & Luyt’s poor communication, lack of accountability, and unwillingness to correct their own errors. I should not have to pay more because of their oversight, and I deserve proper assistance, follow-through, and professional courtesy in resolving this matter.