SUCH BAD DISRESPECTFUL CUSTOMER SERVICE

My wife and I have been left utterly disappointed and disrespected by Discovery Insure the past couple of weeks. The level of unprofessionalism is absolutely pathetic and the total disregard and disrespect for clients time and money is disgusting. The consultants who I have dealt with thus far is Kayleigh.S, Safiyah.F, Tovhowani.M, Natasja.B and Cleopatra.T. There are others but I am sure you can look that up on calls.

It has been weeks and we have heard nothing. We kept calling in to find out what the update is and what is happening. Not once has anyone contacted us first. Whenever we call in we get passed on to different consultants, all saying the same thing, "They will speak to their manager and get back to me" but never do. Then you call again and request to be put through to a manager they put you through to another consultant like this was some sick prank over and over. One of your consultants, Safiyah.F (I wont mention the full names), even went as far as telling me they going to speak to their manager, and either they or their manager will get back to me before 16:30 on Thursday last week. My wife even emailed them again just before 13:00 on Friday to remind her no one has called yet, and again at 19:30, but still we received no call and just assumed that both Safiyah.F and her manager has no, respect for neither myself nor my wife, never mind the fact that we are clients. We have requested numerous times that a manager contact us and all the consultants respond with is that they are busy or in a meeting, and I assume your calls are recorded so you can easily check which consultant said this at whatever time. Now, despite the absolutely disgusting customer service I received from the consultants, I do understand that with my case, they could not be of much assistance as someone in management who could make certain calls and decisions will only be able to handle my case. So instead of getting these people involved and having these people contact myself or my wife, you decided to play some sort of sick game of passing the call around and making every excuse for why I cannot speak to a manager. SO my question is, is this the consultants ****ing us around or is this management that are spitting in our face by showing us they will blatantly not call me back despite me trying to reach out every time? Who the hell do I need to speak to, to get some answers. My wife was in an accident 2 months ago, we are still driving a curtesy car after you confirmed via email that you will be replacing the vehicle and now that we need answers things go quiet. But we have to contact you to extend the curtesy car with Avis, before they charge us. That shouldn't even be our job, you supposed to contact them and then let us know. You shifted the blame on to VW and NTT but after I did my own investigation there it turns out that solution doesn't suit you either, but instead of getting a manager to call me for updates, you just don't respond. In fact, your customer service is so disgusting you have the dealership salesman tell me what you told them, but then refuse to give me that information. All of this *********** behavior has now inconvenienced my wife tremendously. My wife made sure to send Safiyah.F an email last night so that it can be seen first thing this morning, but guess what, **** ALL response.!!!!!!! and I made sure to wait until 10:00 to see if maybe someone has the decency to get back to us.

The worst part of this is and I feel I should mention this here is that, my wife was insured by Standard Bank before this, when she had issues with her car, the insurance called her to give her updates as to what is happening with the car. Not once did she call them. In fact, they called my wife randomly to find out if she was okay and went ahead extending the curtesy car without my wife having to worry, and this was a minor issue on the car, not in this case where the car was written off. Not once did any of you call to find out if she was okay and /or how she was doing. But that is not your job I guess, so I don't blame you. My wife moved to Discovery insure because you are about +- R700 cheaper for the same package with Standard Bank Insurance, but if the difference in price is based on the quality of customer services rendered, then had she known this, she would've stayed with Standard Bank and pay that extra money. And it is not like we asking you to roll out a red carpet, ALL WE WANT IS FEEDBACK FROM SOMEONE IN MANAGEMENT THAT CAN ACTUALLY HELP US!!!!