Formal Complaint Regarding Poor Customer Service

Dear Liquid Capital Customer Service Team,

I am writing to formally lodge a complaint regarding the service I received on this morning (December 6, 2024), from two of your representatives, Palesa and the TL who took the call after i requested a manager - Dolly Khubeka.

I have been a customer of Liquid Capital for several years and have always paid my premiums diligently, expecting the peace of mind that comes with your extended service plan. However, my recent interaction with your team has left me feeling deeply disappointed and disrespected.

This morning, I called your customer service at 8:10 AM to discuss my service plan. During this call, I was spoken to in a condescending manner by both Palesa, the consultant, and Dolly Khubeka, the team leader. The call was cut off at one point, and while I appreciated Dolly calling me back, the subsequent conversation was extremely unprofessional. I was told that I was wasting her time and that I was being stubborn for not understanding the terms and conditions of my policy.

I took out this extended service plan to ensure my car would be serviced annually or every 15,000 KM, as per the notes from my sales call (and yes i keep notes on sale calls i take to serve as a reference point, so i don't waste my time calling in because the sales agent told me how important something is and I forgot). I explained that I do not drive my car frequently and therefore service it annually. However, I was informed that I had forfeited my service because I did not bring my car in exactly one year after the last service. This was never clearly communicated to me, and I was not sent any reminders.

I understand the importance of adhering to policy terms, but the manner in which this information was conveyed to me was unacceptable. I felt belittled and unheard, and the representatives showed no interest in assisting me or understanding my situation. Instead, they were dismissive and condescending, which is not the level of service I expect from Liquid Capital.

I request that this matter be investigated and that appropriate action be taken to address the behavior of the representatives involved. Additionally, I would appreciate a review of my service plan to see if there is any way to rectify this situation, as I believe I have been treated unfairly.

Thank you for your attention to this matter. I look forward to your prompt response.