Shocking Service and a Dont Care Attitude

Good Morning

I must stress that I have been engaging with Hollard for years and this is the first time that I am left dissatisfied.

Complaint No. 1 I called Hollard on Wednesday the 08/01/2020 between 13h00 and 14h00 to book a Road Trip for the 11/01/2020 at 17h00 to Lanseria Airport. I didn't receive any confirmation so I was a bit concerned and decided to call Hollard today the 11/01/2020. I was unable to get through to Hollard as the message I heard was " The line is Conjested" I also tried from multiple cellphones ( 3 to be accurate). So I decided to call Road Trip themselves. Road Trip indicated to me that there was no booking under my Cellphone number. The lady by the name of Patience asked me to call Hollard and I informed her that I was trying the whole morning and I am getting a voice recording that " The line is Conjested". So Patience who was kind enough informed me that she will call Hollard and ask them to call me back. So a lady from Hollard called me this morning and I told her that I booked a Road Trip but didn't receive any confirmation like I have previously received. Her name was Takalani if I am not mistaken. She investigated and informed me that my number was captured incorrectly. Instead of 071 the lady on Wednesday captured 072. I was given no apology. It was my time and money phoning around which was a big inconvenience. Inspite of Hollard having my details on their system and the lady even asked for me to confirm my number she goes and captures the incorrect number. I am cognizant that human errors happen. So here is what this has caused me. Hollard has shared my information with the public without my permission. Someone out there has my details of my address and the fact that I am being picked up today at 17h00 to travel to Lanseria Airport. So this leaves the situation in a very vulnerable position because someone out there has this information and can decide to use it to their advantage to rob my premises or to bring harm to my family of which I will be holding Hollard personally accountable. Complaint No. 2 On Wednesday I requested a H1 and the lady informed that it wouldn't be a problem provided that there was availability. Today when Takalani corrected the cell phone number mix up she informed that I only qualify for a Toyota Corolla. I said to her that I have requested on the 29/07/2019 a H1 and I was told about availability and indeed I received a H1. No one tod me about what I qualified for. So she comes back to me to inform me that if I chose the H1 she will need to book a second trip to accommodate the cost. I told her to go ahead as there was no other choice. Why is it that only this lady tells me about this policy and no one else. There are some big inconsistency issues amongst your staff.

So i am not happy, firstly no apology. Secondly sharing my personal details with the public without my permission, placing my premises and my family of potential danger with no retraction plan of rectifying the error caused by Hollard. And lastly you charge me two trips for a H1 when person on the 08/01/2020 never mentioned a bit of booking 2 trips and also when I booked for the trip on the 29/07/2019. Please treat this complaint as serious as you have now caused immense trauma for me in contrast to being happy while on holiday.