Bad service and feedback

I had 2 vehicle claims on my policy in less then 1 month. The 2nd accident happened before the car got repaired for the 1st accident.

Before my vehicle was booked in for repiars I called and spoke to a consultant regarding my access. I asked whether its possible to pay 1 access since the 2 claims were combined. she clearly confirmed that and all was good. When the car went to the panel beater, I was told I had to pay 2 x accesses as these were 2 different accidents.

When I called Dial direct the consultants turned on their statement. I then asked for the recording when I spoke to the consultant to confirm my statement in the conversation regarding 1 access.

one of their consultants was following up on the recording. She then got back to me and asked me a few questions and promised to send me the recording. She never came back to me nor called for any feedback. She then wrote UNTRUE comments on my policy that I had agreed to pay the 2 accesses. I have been asking for the recordings for the past 3 weeks now. Every time I call the consultants their promise to get back to me and nothing happens.

This is very bad service from there side and I still demand to listen to the recording.

Furthermore, another consultant from dial direct called me telling me that I have claimed 5 times on my policy. I told him that is not correct as i had only claimed 3 times on my policy. When he transferred my to a different department my call just to cut. I suspect he just hanged up the phone in my face. I would like this to be also resolved as I suspect someone is using my policy to claim.