7 Months and still not resolved

I am writing this complaint with a heavy heart. I work in the service industry and am aware that complaints is what every establishment avoids however I am battling terribly to have my issue resolved.

I have been dealing with Marietjie in the 3rd Party department at Mi-Way with regards to the payment that is to be made to King Price for the motor accident that was involving myself and the 3rd party on the 23rd Feb 2017. Nyiko at King Price started calling me a few months after the accident to advise that Mi-Way still had not settled the payment due to King Price.

I called Marietjie at Mi-Way whom advised me that they had sent the settlement letter to Nyiko at King Price. I as the client took it upon myself and called Nyiko to advise that Marietjie had sent the settlement letter. I ended up spending 1 to 2:30h ours out my busy day at work on two phones being the middle man. This did not just happen once but a number of times that I have to call both insurance companies that cannot communicate with each other if i don’t call and be the middle man.

Another few months past after Marietjie advised me that she has the matter under control and will make sure that this matter is resolved. Out of the blue the 3rd party called me to advise that she received an e-mail from King Price stating that they will hand me over to their attorneys due to Mi-Way insurance still NOT having settled the claim.

I was shocked and called King Price. Nyiko advised that they still have not received the settlement letter.... (REALLY AFTER MARIETJIE ADVISED THAT ALL MATTERS WILL BE RESOLVED) I once again called Marietjie where she said that they are awaiting on King Price to accept the settlement... This took another 1h:30min out my day from work where I had to call and have both parties on the phone. I asked Marietjie to send the letter to me so I can forward it to Nyiko so once again I get involved with something I really think that I should not be getting involved in!

On the 14-09-2017 all this was happening and I asked Marietjie to counter sign and send it back no later than 10am the following day so we can get this matter resolved. On the 15-09-2017 at 12:18pm I send an e-mail to advised that I am not happy and been paitions for 6 months now. And please if the matter is not resolved by close of business on 15-09-2017 will go to the media with this complaint. At 12:57pm I received a response from Marietjie, with refer to my complaint e-mail this matter was referred to management ****il today no management has contacted me as yet) and I must kindly note that it works with a 1st in 1st out basis and in fact the fact that a reply is not sent immediately, does not mean the same as being ignored. I sent an e-mail at 5pm the day before almost at 2pm the day after no reply – I guess I, who has to leave my work to do others work doesn’t deserve an acknowledgment e-mail. In the same e-mail from Marietjie advised that she understand my Frustrations (clearly not if it is taking so long to resolve a matter) in the regards with King Price is also aware that we have procedures in place that needs to be followed and she will revert on receipt of feedback from management. All I rep**** was e-mail received.

On the 20th I received an e-mail “Good day Management advised that the matter has been finalised and the payment currently being processed.” I sent this e-mail to Nyiko.

04-10-2017 at 11:12am I received an e-mail from King Price ‘Good day Retha ,Kindly note that we didn’t receive the payment and we also didn’t stop the litigation on our side .Regards. Now I’m asking am I wrong to be upset. What has been settled? I’m not taken seriously with this matter for the last 7th Months