Service Plan/ Incorrect Car Quoted ???

Good day Client Ref# ********** 81734 [My Reference: JHM 515 MP – VW CROSS POLO 1.2 TSI]

In October 2017, I purchased a car service plan with MFC/Innovation Group I was told I will pay approximately R200 per month if not little bit more and I gave them my correct car information. All was going well all along they have been debiting me without problems all the time.

And I was very disappointed and frustrated on the 7th of February 2019 when I took my car for a 75 000km service for the same car mention above. At VW they contacted Innovation to submit the claim and they could not approve my claim and they said they needed to amend something on my policy [VW, CROSS POLO 2016, TSI 1.2], They waited extremely long for them to contact them back.

Then the service adviser from VW service center made me aware about the difficulties she was facing, I then called MFC Innovation, I was put on hold for 20 Minutes and I thought probably the call center agent went on lunch and she eventually came back after a very long hold, She did not have any positive news but all I wanted was to know what’s going on with the service of my car if the claim will be approved and she told me to hold and I was on the line for another 20 minutes and I ran out of airtime obviously the line cut after holding for over 40 minutes ( Poor service indeed and no professionalism)

Eventually after a long wait a lady by the name of Maryke from Innovation Group, called me to amend the policy because on their system I was wrongly quoted all the time. She told me that on their system my car was registered as a POLO VIVO and that is why they need to amend, and I agreed telephonically to do the amendments, I do remember her mentioning some figures but I didn’t understand that it was affecting my finances and that was purely by the frustration I had that made me to agree on all of this.

Three days ago, I received the updated documents that is when I came to a right mind and to understand of the financial complication that she quoted me telephonically. I went to my files to check the addendum that was sent to me on October 2017, only to find that my car information is exactly the same. I realize that something is *****.

I strongly believe that this is ***** business because how can I be wrongly quoted on my car but on the addendum, they send me correct car information? On the 8th of August 2018 I took my car for a 60 000km service under my car service plan and everything went well, and I was happy about it. Why didn’t they pick that error on that day?

Honestly there is lack of integrity in this business, why would they want to complicate my finances on their own mistake? All this does not make sense to me, I wonder where did they see polo vivo information.

All I want is to cancel this service plan I don’t want any amendments, I would like to cancel this new policy because I do not want to pay the new quoted amount. I believe I’m within my 14 days cooling off period and you are welcome to contact me should there be more information you need. I cannot be held liable for your mistakes and if this was so from the beginning, I should have bought the service policy somewhere else. I will be happy if you can confirm the cancellation and refund me the funds that were debited on this month, I really don’t want to do this kind of business.