Subject: Unkept service plan agreement with Liquid Capital

To whom it may concern

Good day I originally had a service plan with Liquid Capital. Plan number: LIQ****205486. I called and spoke to a lady named Katlego on the 18 October 2024 which was on a Friday regarding changing from a debit order payment to just pay the full amount of around R 8 000 in cash for the two services I would receive on the plan I currently have. Katlego then told me about an offer or discount currently running where I would get 3 services for R10 036 .00 that has 1 major service I told her that I am interested and let's activate that option rather, which I will still pay for in cash. She told me that I needed to cancel my current policy altogether before being able to activate this one for R10 036.00, which I agreed to. Katlego then transferred me to a gentleman who processed the cancellation then returned me back to Katlego to complete this new plan for 3 services. Keep in mind that Katlego was talking to someone on the side who was helping her with this transaction. We concluded our conversation, and she said I can deposit the money at any time because everything is already processed and activated on the system but would need to finalise the deal over the phone after I have made payment ,On Saturday the 19th of October, I made a direct bank deposit of R 10 030 then transferred R10 from my account as the bank ATM does not accept coins and kept rejecting my notes. I emailed the proof of payment on Monday the 21st of October and Katlego called me so we can conclude the transaction.

Things took a turn when Katlego called to tell me that the system refuses to conclude the transaction and that I must have not cancelled the original plan, she asked for proof of cancellation which I sent. She further tried to explain the issue as a problem relating to their waiting period required to cancel then she said I should rather go back to my original plan of R8 000 as this one will no longer work and that she will refund me the balance. I refused and told her that she said the deal was already completed and all I needed was to pay, which I did. She transferred me to her supervisor as she said that there is nothing more that she can do. Superior calls me to acknowledge the mistake on their part but the lady was very rude and condescending , (that can be heard in the calls that they say are recorded). She said that it is clear that I do not want to be helped and she's trying to help me but there is no way that they will give me a free service as the deal I want is no longer available and I should just go back to the R8 000 one and get the balance back . She further stated that Katlego was new and did not know what she was doing. ( How because I heard her talking to someone in the background for assistance and that lady also spoke to me to explain the discount ) and why is she allowed to work on such delicate issues alone as a new employee? The way that lady spoke to me made it seem like I am being difficult for no reason and I should just take what she's saying and not dispute it. There is no where were I asked for a "free" service, All I want is to receive the service I have payed for and promised in the agreement that was already made on Friday

I am now left with no service plan because they made me cancel the one I had so they could activate the one that they now claim is no longer available to me. Your assistance will be highly appreciated.