Poor service Iwyze

8/22/2022 i hit a pothole on the P111 road on the way to Carletonville yesterday i called my insurance reported the incident and got towed by JML towing which was stationed by iwyze all good the guy was very helpful and he mentioned that he is going to need a roll back truck as he was using a bakkie tow great stuff i called iwyze to find out what was going to happen i was told the car will be towed to Potch at no 1 perold st, JB Marks 2531 so im based in Westonaria the guy i spoke to was Keath i asked if it was possible to go with the car so i can see the place and they can organize me a curtesy car that side to come back he said it wont be possible it will take 24 hours before i get one but he insured that he will send me the details of the place which he did at 16:40 i called the panel beaters to find out if the car has already been dropped off as my incident happened at around 11am the guys says no there is no car, i call the guy how was towing me he explains and says the car just left i should call after an hour i tried calling and no response

so guys i slept without knowing if my car is safe is it ****** or whats going on today 8/23/2022 i take it upon my self to send the guy an sms to find out what is going on so yesterday he gave me the truck drivers number and he was confused when i called to find out about the car he didnt know what car im talking about anyway i call iwyze this morning speak to a consaltant explain my story she transfers the call to a team leader by the name of Nthombi i explain my frustration's to her this was her response

The insurance can change the location depending on the distance. A claim needs to be done and we inform you of the changes once the claim is done .

so here is my concern 1 already I had spoken to a Keith and did the claim 2 A SMS was sent that the car is going to Potch 3 I've already requested a car and was already told how much my excess will be and what I need to pay for the curtesy car

so my question to Ntombi is as a pay customer was i not suppose to be kept in the loop with all the changes remember I'm paying for a service here 1 I almost lost my life as the car swayed to the field after hitting the pothole

2 They claiming process is a nightmare the questions felt like a interrogation more than putting they client at ease and just making sure they okay

3 I slept without knowing where my car is if I didn't call the call center I wouldn't have known that the car moved location and is no longer at Potch but in Randburg

Then Ntombi with attitude doesnt want to see the fault and keeps on asking what is the way forward how do you ask a client that when i slept for more than 18hours from the time of the incident not knowing where my car was !!!!!!!!

i am really angry and wish most service providers can train they staff in how to handle they customers in such situations

it is now 9:27am i still have not receive any information on the company that my car is towed too even after calling and letting them know im not happy with they service

im a paying customer but i feel the treatment im getting from iwyze maybe im using they service for free thats why i dont have any right to know the where about of my car

you know there are questions in my head of what if my car was being stripped for parts cause clearly i dont know where it was will i get my car in the same condition like that's what going on in my mind right now

and wena Ntombi your company must train you on how to deal with such customers you don't ask me what is the way forward when I'm venting and telling you my frustrations of not knowing my cars where about when your company failed to inform me of the changes