Poor customer service

I am writing to formally lodge a complaint regarding the ongoing lack of response and poor service I have experienced in attempting to cancel my vehicle cover with Hoot. My initial request to cancel the policy was made on 28 June 2025, following the sale of my vehicle. I was advised during that call to send an email to process the cancellation, which I promptly did.

When I received no response, I followed up again on 30 June, only to be given the same instruction — to send an email via the address provided on your website. In addition to the emails sent, I also submitted multiple cancellation requests directly via your website, all of which have gone unanswered.

Today, 9 July, I called again and spoke to a consultant who identified himself only as Mpho. I found it extremely concerning that he was unable to provide further identifying details, citing internal policy. Transparency and accountability are fundamental in customer service, and it is difficult to resolve service issues when your agents cannot be held accountable. This is both unacceptable and deeply frustrating, especially given that I fulfilled all the necessary steps on my end. Furthermore, I also contacted your complaints department via email and, once again, received no response.

This level of service is far below acceptable standards, and I am now requesting the following:

1. Immediate cancellation of my policy, effective from the date of my original request: 28 June 2025. 2. Written confirmation that my policy has been cancelled and that no further debits will be made. 3. An explanation as to why my prior communication attempts were not acknowledged or actioned.

Regards