1 reviews | Active since Nov 2024
Worst service imaginable!!! Read the story..
The company seems good when you try to Join with a service plan, however 7 months after joining i had my first appliance that i wanted to get fixed through them, ended up quoting me an additional R7000 to fix a TV that i had paid R5000 for new originally. So I opted to cancel my service with them at the 12 month mark, this is where it started.
I got into contact with a woman named Patience (***) and asked her to cancel my service. She informed me that the plan i was on was a 24month plan and not 12, I was shocked because i remember the lady on the phone told me it was a promotional "Blue Annual" plan, so i kindly requested the "recorded" telephone call for clarification, it could of been my mistake. BUT i was being dodged and communication from them was kept to a minimum. This went on for months all the while i was still paying the monthly fee. Eventually i accepted that im not going to get out of this sooner so i contacted a person from mastercare that said if i want to cancel my contract i need to send a email with 30 days notice and that i can only do that in December of 2025 for it to be valid request for cancellation.
I sent the email on 1 December and i got a email back from this Patience reading the following "Kindly note,your repair plan will be cancelled in January 2026" I thought ok, it's the 30days notice they taked about, i called and she said it will be cancelled and that my last payment is taken end of Jan. I was happy with this............
Now March 2026, Payment was deducted on 26 Feb from my account from mastercare, i immediately email Patience and ask why, she says it's because i did not phone in January to cancel my plan... I MEAN ***. She sent me conformation email that it WILL BE CANCELLED in January???????? Why would i phone then? On the phone when i loged the cancellation originaly in December she said the last debit order would be end of January....... Someone fire this person for not doing their job. I can't believe that this employee is now trying to turn it on me.
If there is any Supervisor or manager of Mastercare on this platform, Please reach out.
Thank you for bringing this matter to our attention.
We have conducted a full internal investigation, including reviewing all call recordings and communication related to your query. During this process, we noted that there was some misunderstanding regarding the terms of the contract. As explained during your interaction with our team, there were still two months remaining on the fixed-term agreement at the time of your cancellation request, which you acknowledged and agreed to. In line with the agreement, a 30-day notice period applies once the contract term has expired.
We have also identified that the incorrect amount reflected after the 30-day notice period was due to a system error. This has been noted and will be corrected accordingly.
We are sorry to see you leaving and genuinely regret that your experience did not meet the standard we strive to provide. Your feedback is important to us, and we appreciate the opportunity to review and address the matter.
Should you require any further assistance, please feel free to contact us.
Kind regards,
The MasterCare Service Team
Thank you for bringing this matter to our attention.
We have conducted a full internal investigation, including reviewing all call recordings and communication related to your query. During this process, we noted that there was some misunderstanding regarding the terms of the contract. As explained during your interaction with our team, there were still two months remaining on the fixed-term agreement at the time of your cancellation request, which you acknowledged and agreed to. In line with the agreement, a 30-day notice period applies once the contract term has expired.
We have also identified that the incorrect amount reflected after the 30-day notice period was due to a system error. This has been noted and will be corrected accordingly.
We are sorry to see you leaving and genuinely regret that your experience did not meet the standard we strive to provide. Your feedback is important to us, and we appreciate the opportunity to review and address the matter.
Should you require any further assistance, please feel free to contact us.
Kind regards,
The MasterCare Service Team