Bad service/ Complaint

The incident happened on the 22 July 2020,which was on a Wednesday morning after dropping off the kids at school. A brick fell of a sanitation truck from Supreme toilet hire. Where the brick hit my windscreen and bonnet of my car. On the same day I called Legal wise for some advice on how to handle the matter for damages. I didn't have a clue who to pursue for damages of my car, the driver or the company. Since the truck was a company car, so i got hold of Legalwise and they advised me they'll handle the matter for me since I'm a Platinum policy holder with them since 2012. The matter was recorded on their system for assistance, the person appointed to handle my matter was Lucas Nungu. Lucas called me and he requested 3 quotations from different suppliers, I manage to obtain the quotations and I sent them to Lucas via email. I specifically requested for the update on the matter accordingly. Every time I called in for Lucas for an update I was told he was unavailable and he'll call me back as soon as he's available. To my surprise I did not receive a call from Lucas for an update.

In December I received an sms instructing me of the outstanding documents. I tried again to get hold of Lucas but with NO avail, by then I was furious. IN January again I received the same text again stating the outstanding documents/quotations as requested.

So I decided to call in the call center to lay a complaint thereafter I received a call from Sibongiseni Mkhulise responding to my complaint logged. She promised me she'll assign someone to attend to my matter in question. Then Ayanda Cele called me to confirm that she'll be handling my matter going forward, she drafted a letter of demand and i was happy with the way it has been addressed. I then received an email from Ayanda on the 21st January 2021 stating "Kindly let us know when you have sent the letter" So I tried calling Ayanda for clarity on the 22nd Jan 2021 but I was told that Ayanda is currently on leave coming back on Monday the 1st of February and that's the only time I can get hold of Ayanda and get feedback from her. I then requested to speak to someone in charge and i was told they'll call me back till now NO call as yet.

According to my knowledge this is extremely unprofessional, bad service .