Disgusting and disappointing treatment

It was with great sadness to express the disgusting and degrading service i received from discovery on the 15th August 2020 i was in an accident on the R72 at Kayser's beach i drove into temporary road markings on the left side of the road as there was road construction this was due to on oncoming truck which was taking up part of my lane so i tried to move slightly so that i would not collide with it I phoned discovery and reported the matter they dispatched a tow track from Nodada towing which to more then 1 and half hour to get to me i had to google the tow tracks contact details so that i may put pressure on them myself as i was starting to panic eventually the car was towed away i then asked the lady i then brought it to the ladies attention that i was not from East London and i was there for a funeral so if possible could they please speed up the process the rental car as i have that option on my plan she then advised that avis opens at 08h00 am and at the time of our conversion it was 07h20am after numerous calls i only received the hired car at 12h08 pm it was the worse experience ever that one could go through while having insurance and taking the option of a hired car so that i will never be stranded i had to travel up and down in public transport in a city i do not even know for more then 5 hours

Eventually i got my hired car and drove back to Cape Town little did I know that it was just the start of the nightmare on Monday late afternoon i received a call from a gentleman named Peter Rankhathali who was very arrogant over the phone stating that i had to pay R4636.36 betterment I then brought it to his attention that on my policy with discovery i have a R access he then said that his fully aware of that the betterment charge is because i had drove my car after the accident so i brought it to his attention that yes in my statement with him i did say i drove my car to where i was booked for accommodation for the weekend which was less then 3 miters away from where i had the accident and that i could not leave my car in the middle of a freeway we went back and forth with Peter till a point where i clearly stated to him that i am getting very irradiated as he is not listening to me his just pushing this betterment thing i told him i will get back to him i will make contact with the relevant and get advice on this matter so I contacted his team leader Jathin Mathura who was not helpfully as well I went back and forth with him as well regarding this matter till a point where i brought it to his attention that i am sick and tired of him and the discovery team that was handling my claim because it was clear to me that they had no intention of assisting me instead they were pushing this betterment agenda at this point they were on they 4th excuse why i should pay this betterment i then listed for him all the excuses they had given me

1st excuse I was given by Peter stating that the reason I am being charged the betterment is because I drove/moved the car from where I had the accedent

After explain where and how far I moved the car then the second excuse came

2nd excuse was from the assesser stating my tyre depth is low then the legal depth

I then gave explanation that the car is still I bought it in January directly from BMW and it had 120000km on it on the time I bought it and a road worthy was done then after the 3rd excuse came

3rd excuse I hit a pothole

I then again explained at no point in time did I ever say in my statement that I hit a pothole I explained I drove into the temporary road markings trying to avoid being hit by a truck that was coming from the opposite direction taking up a bit of my lane now today the fourth excuse comes

4th excuse that my tyre was worn out and the wires were sticking out

Where the reason of the wires sticking out is due to the accedent

I'm not to sure on exactly why I'm receiving such treatment from discovery but never the less I have taken the decision of get legal advice.

On the 26th August after all the up and down phone calls and countless emails i decided to give Peter a call and ask him to leave my car as it is and please tow it back to Cape Town as i have that cover on my policy plan and i will sort out everything once my car car is in Cape town even with that request it was another nightmare because i was the one that kept having to email are call Peter to find out how far my car is at one point Peter did not even know where my car is he stated that he thought i had received my car already this kept on going back and forth till the 4 September 2020 where another shocking surprised came into play when Peter called to finally confirm where my car must be delivered it was discovered that the consulted that assisted me take the policy with discovery had captured my address incorrectly which led to discovery charging me a monthly premium of R1707 instead of R1406 which is based on my correct address at this point i was speaking with a lady named Wendy Nsibande from the Servicing Department i brought to her attention that i was a bit confused on how the consult that i was speaking with got the address wrong as 2 Mohale road Hazeldean Pretoria instead of 2 Mohale road Hazeldean Browns Farm Philippi cape Town Wendy then came to say the consult got it from google maps I then brought it to her attention that 2 Mohale road Hazeldean Pretoria does not exists and that the consult even advice that the closets assessment center to me was the PG glass store in Durban road in Bellville which is in Cape Town she then said she will send me a form that i will need to fill in and send back to them which will allow them to go retrieve the telephone recording of when i was taking the policy to see where the mistake was made so that the mistake of the overcharging my be rectified on the 15th September 2020 i emailed them stating i was still waiting for feedback on the matter discovery then emailed back apologizing for the delay and advised that they have escalated my query for the address that was incorrectly captured and gave me a reference number of QC 271280 and asked that i give a 24-48 hour feedback time and gave me a reference number is QC 271280 today 23rd September 2020 I emailed them stating that as of today its exactly 168 hours exactly 7 days i have not received any feedback no response was made ether

As days came close to the due date to return my rental car i again emailed Peter bring this to his attention that on the 15th September 2020 my rental car is due back when will i get my car he advised i can keep the rental till Wednesday the 16th September 2020 as my car would have arrived by then on the 16th September 2020 i again emailed Peter bringing it to his attention that i still have not received my car he then advised i can keep the rental till friday the 18th September 2020 on Friday 18th September 2020 i again emailed Peter advising that i still have not received my car then again another shock a disgusting and arrogant treatment from Peter stating that on Wednesday the 16th September 2020 he tried to call me to confirm my address and he could not get hold of me so due to the fact that he could not get hold of me now the delay is my fault the same address i confirmed to him 2 times telephonically he even said could i please confirm the address via email which i also did so i did not understand on how is the delay now my fault and for that reason i have to return the hired car or avis will charge my credit card the extra

I decided to email his team leader Jathin to bring it to his attention to what was happening and the continues disgusting treatment i was getting from Peter and to the fact that i am sitting with no car that my car was still with Discovery and I had to return the rental car he then assured me that i can go fetch another rental car from avis Saturday morning 19th September 2020 and the rental will be for 3 days i then brought it to his attention that i have R1500 sitting at avis which they had not released as yet now it means i will have to put another R1500 as a holding deposit which will mean i will have R3000 sitting at avis for a problem that was not caused by me he then said its fine he will cover the holding deposit i just need to take my drivers licence with me on Saturday morning when i got to avis another mistreatment because when discovery nade my booking they did not specify that they will be covering the holding deposit again i had to call back and forth with no luck at all on getting hold of discovery fortunately a lady from avis call center was able to assist me

My car was finally delivered to me yesterday 22nd September 2020 after a long chain of emails and phone calls phone calls at my cost most of the time