Subject: Formal Complaint Against Mastercare – Unresolved Cancellation Request and Unauthorized Charges, Account No: 29412

Lucia Madiseng email:*** contact:*** 03 April 2025

Subject: Formal Complaint Against Mastercare – Unresolved Cancellation Request and Unauthorized Charges, Account No: 29412

I am lodging a formal complaint against Mastercare, an appliance repair company with which I subscribed for a household appliance repair plan in 2022. I initially found their service satisfactory as they assisted with repairing my fridge. However, my experience with their customer service and billing practices has since been deeply frustrating.

I had been paying my monthly subscription fees without issue from 2022 until March 2024. Due to financial difficulties, I requested the cancellation of my Care Plan subscription. On [date of initial cancellation request], I emailed Mastercare to formally request the termination of my subscription. In response, I received an email from Niren Dookheen, a Retention Agent at Mastercare, asking me to send a detailed email regarding the cancellation. I rep**** to clarify what details were required and reiterated my request for cancellation. Since then, I have received no further response from Mr. Dookheen or any other representative from Mastercare. Despite my repeated efforts to cancel my subscription, I continue to receive invoices for accumulated monthly charges. I have since written to their accounts department, providing a full email trail of my previous correspondence, yet I have not received any response or confirmation of cancellation. I find this practice to be unfair and *********. It is unacceptable that a customer should be ignored when requesting cancellation of a service, especially in difficult financial circumstances. Mastercare’s failure to acknowledge my requests and their continued billing despite my explicit instructions to cancel the service constitute ********* business practices. I kindly request the following actions: 1. Immediate cancellation of my Care Plan subscription, effective from the date of my initial request. 2. A written confirmation that my subscription has been cancelled. 3. A reversal of any charges incurred after my initial cancellation request. 4. A formal apology for the distress and inconvenience caused by this situation. If this matter is not resolved within 14 days, I will escalate my complaint further, including seeking legal recourse if necessary. I trust that the Consumer Goods and Services Ombudsman will assist in ensuring fair treatment for consumers like myself. Thank you for your prompt attention to this matter. I look forward to your response. Sincerely, Lucia Madiseng