Thank You for Settlement, But BetterCar Value Still Unresolved

After writing my initial post here on Hello Peter, I was promised that someone from Dialdirect would call me to address my concerns. Unfortunately, no one followed up. Instead, I received an SMS with a link asking if I was happy with my settlement. If I wasn’t, I could use the link to lodge a dispute. I eventually sent an email to the disputes department, and someone did call me. However, when I asked for clarity on the BetterCar Value 15% payout, no one was able to provide a proper explanation. I was simply told that the matter would be investigated, and that this process could take up to 15 days. This was frustrating because the terms of the BetterCar Value option are clearly outlined in the documents I signed, on your website, and in the communication I initially received. It is explicitly stated that if I lose my car and a replacement cannot be provided, I would receive 15% above the retail value. But instead of honoring this, I was offered R12,000 without any explanation of how this amount was calculated or why it differed from the 15% promised. I realized that this investigation wasn’t going to resolve the matter anytime soon, and I needed to sort things out quickly as I am returning to work soon. So, I decided to ask Dialdirect to settle my outstanding debt with the bank and hold off on the BetterCar Value payout until the issue is resolved. To their credit, the claims team handled the settlement efficiently. Within three days, the bank confirmed that the outstanding amount had been paid, and I received the small remaining balance. I am genuinely grateful for this smooth process. However, I am still waiting for my 15% payout under the BetterCar Value option. I no longer want a replacement car, nor do I want any further ties with Dialdirect. I simply want what I was promised: the 15% addition to the retail value. I hope Dialdirect can resolve this matter quickly and honor the terms of the contract. Clear communication and transparency are all I ask for—customers should not have to fight for what was promised to them. Kind regards, Dumazile Chauke