Almost Two Months Later – Still No Resolution or Written Explanation

I previously posted a review about Liquid Capital on 22 July. At that stage, I did not yet understand the full extent of the problem. A manager, Amanda, contacted me within an hour of that review being posted, which I appreciated.

Unfortunately, almost two months later, I am still trying to obtain a proper written explanation from Liquid Capital.

My current service plan was purchased on 28 August 2024 and the documentation states that it commences at 90,001 km, covers the vehicle to 120,000 km, and specifically provides for the 100,000 km, 110,000 km and 120,000 km services.

My vehicle is currently only at approximately 105,000 km. The 110,000 km and 120,000 km services have never been performed, yet I have been told that the services under my plan have been used up.

More concerningly, a member of Liquid Capital’s Sales team told me that their records appeared to show that the 70,000 km and 80,000 km services had been taken from this newer plan.

The 70,000 km service was performed by Rola Mitsubishi at 70,065 km on 20/21 August 2024 — before I had even purchased the new plan. My Rola documentation confirms the service date, mileage and job number. The new plan was only purchased on 28 August 2024 and its stated starting mileage is 90,001 km.

I have repeatedly asked Liquid Capital to explain in writing which plan was charged for each service and why services below the stated starting mileage appear to have consumed benefits expressly sold to me for the 100,000 km, 110,000 km and 120,000 km services.

During the course of trying to resolve this, I have dealt with Amanda, Kgatlhiso, Channay, Palesa, Thuto and Thale across management, Sales and Customer Care. I have repeatedly explained the issue, been passed between departments and asked for a substantive response in writing.

Most recently, I received another call from Customer Care on 3 September. I was driving at the time, so I specifically asked the lady whether she had my email and understood the problem. She confirmed that she did, and I asked her to respond in writing. She agreed. Nothing has been received.

I have paid the full agreed payment term for this plan. I am not asking for anything beyond what I purchased. I simply want Liquid Capital to investigate its records properly, explain the allocation of my services in writing, and honour the remaining services if, as the documentation indicates, they remain available.

It is extremely disappointing that my original public review resulted in a call from a manager within an hour, yet almost two months of trying to resolve the underlying issue through Liquid Capital’s own channels has still not produced a substantive written answer.

Liquid Capital, please investigate this properly and respond to me in writing