FNB-NUWAGON COMPLAINT - Formal Complaint Regarding Poor Service from Nuwagon

I am writing to formally lodge a complaint regarding the appalling service I have received from Nuwagon and, specifically, the lack of professionalism and communication from an individual named CJ. As an FNB-insured customer, I am extremely frustrated and disappointed with how my claim and vehicle repair have been handled. My vehicle was involved in an accident on the 21st of February and has been at Nuwagon since then. On the 27th of February, I received confirmation that my claim had been approved. However, my frustration began when I noticed a false report from Nuwagon stating that my vehicle was in poor condition. This is completely untrue—I am the sole owner of the car, and I take great care of my vehicles. Even the individual who towed my car noted that the vehicle was in excellent condition. Adding to my dissatisfaction, the amount billed for what was a minor accident is exorbitant—what I can only describe as highway *******. On the 3rd of March, I called Nuwagon as I was concerned about the excessive delay, given that my accident was not severe. I was informed that CJ was handling my claim. I attempted to contact him but could not get through. The next day, my partner managed to speak to CJ, who mentioned that parts had been ordered. This was alarming, as I had received no prior communication regarding the parts or the progress of my vehicle’s repairs. I called CJ again to ask why I had not been updated. His response was that he had sent communication the previous Friday. However, this was another falsehood, as he had sent it to the wrong number. Only after I corrected him did he finally send the update at that moment. When I asked CJ for a clear timeline, he gave vague and unhelpful answers, which left me with no clarity whatsoever. After I pressed him for specifics, he finally mentioned that it would take two days to receive the part and another two to three days for installation. A few days later, when I followed up, CJ told my partner that another part had been ordered—this time for my windscreen! This left me confused and infuriated. Why was there no proper planning? Why was I, the customer, the one having to constantly chase updates? Why is CJ not taking any initiative to communicate with me? This experience has been nothing short of a nightmare. I have made multiple attempts to get updates, yet I have received nothing but poor service, misinformation, and negligence. As an FNB customer, I expect better service from the partners you choose to work with. I demand urgent attention to this matter and expect a clear resolution immediately. I request: A clear and transparent timeline for my vehicle’s repair and return. An investigation into the poor service and lack of communication from Nuwagon and CJ. Please treat this matter with the urgency it deserves. I expect a prompt response and resolution.