Poor administration and client service from liquid Capital.

I made a negative review about two weeks ago regarding liquid Capital. In June 2021 I took out a service plan with the company for my vehicle. At the point of sale I asked the lady to make the debit order date for the last day of each month. Liquid Capital gives clients various options of dates to have the debit done including 15'th, last day of the month or 1'st or each month. I also requested the sales lady to send me a copy of the phone recording at point of sale.

The first debit order went off on 30 June 2021 at an amount of the premium plus activation fee(last day of the month).

The second debit went off on 30 July 2021 (last day of the month.

The third debit went off on 30 Augusts(second last day of the month) and this debit bounced due tonit not being done when I requested it to be done which is the last day of the month.

I then proceed to make a complaint on hello peter. One of the team leaders Simiselo Phiri attended to the complaint. She listened to the phone recording at point of sale and told me that indeed it was correct that I requested the debit date to be on the last day of the month. She said it could have been a systems issue that caused the date to remain om the 30'th of each month. She then said I can make a manual payment to cover the missed premium. She also said that I can change the debit date and we did so to the 1'st of each month. I asked her explicitly would another debit be required on the 1'st of September and she assured me that it would run smoothly and next debit would be 1 October 2021. She also then assisted me in getting a copy of the point of sale recording. The details on my policy administration was also not correct because on my schedule it said Im covered for an AT (Automatic) vehicle and mine is a manual. I sent her my license disk picture and she said details were amended.

However to date there is still a AT vehicle on my policy and no VIN. These normally falls within the correct administration details and could impact a claim because Automatic vehicles do not follow the same service schedule as manual vehicles.

On the 9'th of September (two weeks after making manual payment) I got a phone call stating that my policy was in arrears. The lady from the collections department said it is because the date has been changed. They tried to argue that I need to make the payment and then another debit will go off on 1 October 2021. So this clearly goes against what the team leader told me when she attended to my previous complaint. I also was not comfortable with paying a double premium two weeks apart and then having to have a debit go off again on the 1'st. Their explanation does not make sense as per my previous request it would have only been a 1 day difference in my new payment date amd this shouldn't impact the payment being in arrears.

I then decided that I have had enough of liquid Capital's poor administration and of them inconveniencing me as a customer. I canceled my policy and was told that a marketing fee and administration fee is payable as per the terms and conditions. This would be calculated by the cancelations department and I would be refunded the balance after these penalties were covered.

I am not comfortable having to pay for a marketing fee after i had to phone in and use my own airtime to conclude the sale. What marketing was involved there. I also am not comfortable with paying an administrative fee when the administration and poor systems were the reason why I am canceling my policy in the first place.

I have taken up the matter with the Motoring industry ombudsman. I hope that liquid Capital would at least honor their customer service commitment and not charge me a marketing and administrative fee, because again their administration hassles was the reason for me canceling my policy.

I just hope that future customers take this into consideration when taking up new policies with liquid Capital. I had previously been a customer of liquid Capital and issues with over eager sales people led me to change my policy over to other companies. I then decided to give them the benefit of the doubt again this year, but this was clearly a mistake.

I have attached my CAS number for the cancelation of the policy in the reference line below.