**** to and extremely terrible service.

<p>Budget Insurance FSP: 18178 due to *********** and unprofessional service rendered during the course of 2017-02-02, 2017-02-03, 2017-02-04, 2017-02-06</p> <p>I have taken the time to take notes of the processes that had been followed incorrectly by Budget Ins. consultants as I do have knowledge in this line of work.</p> <p>The following is what had happened:</p> <p>1. Travelling back from Herm**** to Sedgefield, the vehicles front-left outer CV Joint had seized/failed.</p> <p>2. First call was made to Budget insurance in the hours of 19:00 for the request of a towing truck.</p> <p>3. An hour later the towing truck had arrived to only find out that the winch is not in working order.</p> <p>4. I had to use my own initiative and tools to assist Wiaan whom at that point was on duty to attach the hook onto the cable of the winch so that my vehicle could be towed onto the flat bed of the truck after the cable detached itself from the hook TWICE.</p> <p>5. We arrived in Caledon at the hour of midnight (00:00 2017-02-03) only finding out that my vehicle will not be stored inside of a locked up storage yard with 24/7 security as which it should be.</p> <p>6. By this time of the night, Budget had made absolutely NO attempt to call me back to ensure my safety of arrival in Caledon or offer any additional services of arranging an overnight accommodation or transport even if it were to be on my own costs.</p> <p>7. I had to arrange on my own for my father Mr. JF Smit 671226******* whom is the policy holder to drive out from Sedgefield to Caledon which is over 800km there and back to assist me and my partner in getting back home in Sedgefield as I have no other form of transport.</p> <p>8. I had absolutely no choice but to leave the vehicle abandoned in the streets of Caledon with no sign of security as the towing services had NO storage yard.</p> <p>9. Vuyo from Budget Insurance had contacted me (10:12 2017-02-03) to advise that my vehicle will be taken to a Volkswagen dealership in Herm****.</p> <p>10. I had advised Vuyo from the Roadside Assistance Department that I (Brandon Smit) am unhappy with the method that my vehicle had been stored as it is extremely unsafe.</p> <p>11. Vuyo from the Roadside Assistance said she will escalate it to her Team Leader and call me back with a follow up on the complaint and progress of the vehicle.</p> <p>12. No follow up call was made nor was any contact from the team leader with regards to my complaint made, so therefore I had to follow up on my own costs (airtime). This call was made at 14:56 2017-02-03.</p> <p>13. When I had called, a gentleman from Auto & General answered and put me through to my claims handler Sinelo, once Sinelo had eventually picked up after being placed on hold, she advised that my claim had been submitted/logged as a Third Party claim which is completely incorrect as this incident will fall under the section as a Mechanical Breakdown.</p> <p>14. The process which SHOULD be followed is that once the roadside assistance has assisted me as the client and logged the claim CORRECTLY, then the claims handler is SUPPOSED to call the client and advise the client that she is my claims handler and provide me with all her contact details. THIS PROCESS WAS NOT FOLLOWED AT ALL.</p> <p>15. Vuyo had contacted me just shortly after I had ended the call with my claims handler Sinelo, assuring me twice that my vehicle is safely in Herm**** at the Volkswagen dealership.</p> <p>16. My father JF Smit had called the towing company with the number Budget Insurance provided me with the previous day to find out that vehicle will only be loaded at the hour of 16:00 2017-02-03 and that was the time of 14:45 2017-02-03 where Vuyo advised me incorrectly. (Herewith I had caught Vuyo from the Roadside Assistance Department had officially **** to me on voice recording after I asked her “Are you sure Vuyo” and she had confirmed it for the second time.</p> <p>17. From realising that the consultant Vuyo is *********** and deceiving, I requested that her Supervisor must call me with regards to this additional problem.</p> <p>18. The supervisor Buyo, called me and apologized for incompetence of her consultant and the towing company. I had advised the supervisor Buyo that under no circumstance will I pay for the storage fee as this issue could have been resolved all in one day, as well as that I will not be paying for the repairs nor for the transport costs of my vehicle been delivered from Herm**** to ** ******** Str*** Sedgefield as I believe through all this unprofessional assistance, *********** consultants and unreliable towing services. I find myself to believe that they should cover the costs for everything.</p> <p>19. In the same call Buyo advised me that it is not the first time they have been experiencing issues with the same towing service. I find this unprofessional as she was trying to pin the problem on the towing service.</p> <p>20. I had requested that the supervisor Buyo must follow up on the whereabouts of my vehicle and keep me posted with the progress as that is how it should be done in the first place, Buyo then advised me that she will contact me by 16:00 2017-02-03 to advise of the next process that will take place.</p> <p>21. Buyo contacted me by 16:13 2017-02-03 to advise the vehicle is being loaded and will be transported to Herm**** where the Volkswagen dealership is situated.</p> <p>22. 17:24 2017-02-03 Vuyo from Roadside Assistance had called me to ask if Andre’ from the towing company had contacted me to confirm if the vehicle has been delivered. In this case Andre’ had not contacted me whatsoever to confirm the delivery. Where was Buyo at that time because she promised me she will take over my claim from Vuyo due to Vuyo deceiving me over the phone?</p> <p>23. In the same call as above mentioned (17:24 2017-02-03) I had requested Vuyo to advise me if possible when will my vehicle will be attended to as I know CV Joints is a short process to have repaired. The time duration for replacing a CV Joint on a Polo 9n3 is +/-1hour per CV Joint. Vuyo advised me that she will have one of her consultants call me first thing Saturday morning to keep me informed when the vehicle will be attended to.</p> <p>24. I had received a call only at 12:03 2017-02-04 after waiting in anticipation all morning to hear that the vehicle will only be attended to on Monday 2017-02-06.</p> <p>25. From the hours of 08:30 until 12:00, budget has made no effort to follow up with me as the client, here again i am left to use my own expense of personal time and airtime to find out what the progress of my vehicle as i don’t any form of transport.</p> <p>What I had also noticed that is every time I was contacted never was I advised that all the calls are being recorded for security and training purposes and that the calls will be made available at my soonest request.</p> <p>I know for a FACT that it is a must for the consultant to advise the client in the beginning of every call unless the consultant has been deemed fit and proper with all the required credits.</p> <p>This is an requirement from the Financial Service Board and I find it once again unprofessional from Budget Ins.</p> <p>I expect this matter to be resolved as mentioned in point number 18.</p> <p> </p> <p>This is breaching the FAIS Act as well as the compliance standards that ALL consultants MUST obied by!</p> <p> </p> <p>This will be taken to the ombudsman and i encourage everyone with similar scenario!!</p>