Can't service my car, problems with service plan and they have assigned a totally random vehicle to my policy... terrible experience dealing with LC about this issue

Hi there to anyone that reads this,

I am very disappointed with Liquid Capital. I've had a very bad and disturbing experience with them.

To try to summarize how it all came about:

I bought a car from Imperial Select and had it financed through my bank. I bought it at the beginning of 2020 around February. The vehicle had about 2 more years worth of service and maintenance plan.

Since having the vehicle, I have taken it for a service for each of the years, as expected. The service centered had no problems servicing my car with the current plans.

Then around September last year (2022), I was contacted by Liquid Capital. The representative explained that my service and maintenance plan was about to expire and that I would need to extend it. Ok, that is understandable right? So they gave me quotes. I then proceeded to pay for them and gave proof of payment. According to the representative, everything was then sorted. (Keep in mind that I've never been contacted by LC before and never had to deal with service plan policies. I believe that was handled between the dealership and the bank.)

Fast forwards to Monday, 6th March 2023. I needed to take my car for a service. So I proceeded as I always did for this car. Thinking everything would be fine as I had extended the plans. I get to the relevant service center that I always go to. Left my car and caught a shuttle back.

I received a call from the service center, that they contacted LC but there was no service plan to use. Which is very strange considering how I had extended it in September last year when LC contacted me.

I had to contact LC to find out what is going on - some emails and calls later on that Monday - only to find that there is somehow an issue with my policy.

It was then later discovered that the vehicle, that was somehow attached to my name, was actually a totally different vehicle that I've never used before. I've never had a previous service plan/policy before. So the only plan should have been linked to my current vehicle that I bought from the dealership.

I have been trying to get LC to explain to me how on earth do they have the wrong vehicle assigned to my policy? What then happened with the details of the service plan policy that was being used for the previous services? If there was an issue, why wasn't it picked up previously when the service center requested authorization?

This is a violation to my details. I don't know what caused them to have my details in the first place if perhaps the policy was first held by the dealership or bank. If not, and it was assigned to me straight away on purchasing the vehicle, why is there a issue now?

This makes me wonder if somehow, by someone at LC, was using my details for someone else? How do I know that there was no malicious intention or some sort of financial gain or benefit to whoever that other car belongs to?

I am still waiting for answers from LC. They are not responding or are taking forever to get back to me.

There has been no apology from them. There has been no status up date since learning of this incorrect vehicle. There has been no mention of any form of compensation for the major inconvenience this has caused me.

My vehicle is still at the service center waiting for the authorisation to actually begin the service. This means I'm without a car. Today is the 3rd day already and light of any progress being made. I of course need groceries and have other things that I need to do that requires my vehicle. So it is just super inconvenienced right now and it doesn't seem like LC cares or is treating this as a matter of urgency.

I'm in the mindset of wanting a refund of my service and maintenance plan extensions so that I can find a business that will actually help me. Once again, there is no form of apology or anything. I am currently just left in the dark, no matter how much I try to contact them.

Definitely not a happy customer and I would not recommend LC to anyone. I'm sure other people have had better experiences but this has been a disaster for me.