Bas service,mis-information which resulted in a rejected claim

Good day

I am writing to formally raise my dissatisfaction regarding the handling of my policies and the rejection of my claim due to incorrect information and negligence from your consultants.

I was advised by one of your consultants to cancel my previous policy and take out a new one after the vehicle I purchased last year developed mechanical issues and was exchanged by the dealership for another vehicle.

When I contacted your offices to update the vehicle details, I was informed that the existing plan could not be transferred to the replacement vehicle and that I needed to cancel and open a new plan instead. The consultant further advised me that all my existing plans would be transferred to the new vehicle, and that only the RenewTech policy needed to be cancelled temporarily, after which another consultant would contact me to add it onto the new vehicle.

However, I have now discovered that this information was incorrect and misleading. Instead of transferring my existing cover, I was only sold a new tyres and rims policy, while the RenewTech cover was never added to the new vehicle. I only became aware of this yesterday when I was informed that I do not have an active RenewTech policy on the replacement vehicle.

Furthermore, all my service plans, maintenance plans, and the extended two-year warranty service plan are still linked to the old vehicle, which I no longer own. At no point was I informed that I needed to separately cancel or transfer these plans myself.

My claim has now been rejected due to failures and negligence on the side of your consultants while I have continued making payments faithfully and in good standing. I find this extremely unfair and unacceptable, as I re**** entirely on the information and guidance provided by your representatives.

Please note that your conduct may constitute a violation of the Consumer Protection Act 68 of 2008, specifically:

• Section 41 – False, misleading or deceptive representations • Section 54 – Consumer’s right to fair value, good quality and service • Section 61 – Liability for damages caused by unsafe goods or inadequate instructions/warnings

I therefore request that this matter be urgently investigated and resolved immediately. Failing which, I will have no option but to escalate the matter to the National Consumer Commission and all other relevant regulatory bodies for further investigation and assistance.

I trust that this matter will receive the urgent attention it deserves.

The consultans that assisted me Dennise Ntshweng and Muhammad Zaeem