Dear Liquid Capital Customer Service, I am writing to formally raise a complaint regarding the handling of my vehicle plan and the poor service I have experienced over the past few months. I have had a plan with Liquid Capital since 2022, which expired

Dear Liquid Capital Customer Service,

I am writing to formally raise a complaint regarding the handling of my vehicle plan and the poor service I have experienced over the past few months.

I have had a plan with Liquid Capital since 2022, which expired earlier this year. When I took my vehicle to Renault for its 120,000 km service, I was informed that they could not assist me because the plan had expired. I then contacted your offices and decided to renew the plan. I paid the first installment, but in the same month, two deductions were made from my account. When I enquired, I was told it was to cover the balance from the previous plan. Although this was not communicated in advance, I let it go.

Later, I noticed through my banking app that two debit order mandates were listed under Liquid Capital, so I removed one, not knowing it would affect the monthly premium collection. Once I realized the April payment did not go through, I immediately called your office. I spoke to Kamogelo, who provided banking details for me to make an EFT payment. I made the payment on the 19th of March and sent through the proof of payment the next day.

To my shock, I was later informed that my plan had been cancelled—without any prior notification.

In April, I again attempted to make payment via EFT and sent the proof of payment to Kamogelo, only to be told that the plan had already been cancelled. I asked why I was advised to pay if the plan was already cancelled, and I received no clear response. Since then, the matter has been going back and forth with no resolution. When I requested that the plan be reinstated, I was told this would only be possible if I paid the full outstanding balance for the entire plan upfront, which I find unreasonable under the circumstances.

To make matters worse, the customer service I’ve received has been extremely poor and unprofessional. Staff members are rude and dismissive, and there is no clear communication or ownership of the issue. When I call and mention that I was previously assisted by a specific agent, I’m told to wait for that person to call me back, with no sense of urgency or follow-through.

I am deeply frustrated and disappointed in how this entire situation has been handled. I am now left without coverage, despite having made payments and acted in good faith throughout. I respectfully request the following:

A full explanation of why my plan was cancelled without notification.

Clarification on how my payments were app****.

Reconsideration of the reinstatement policy, given the circumstances and poor communication from your team.

A formal apology for the treatment I have received.

Please treat this matter with urgency. If not resolved, I will be forced to escalate this further to regulatory bodies and consumer protection platforms.

I look forward to your response.