Appalling Service

Formal Complaint – Emergency Roadside Assistance Failure and Serious Safety Concerns

Dear MiWay Customer Care,

I am writing to lodge a formal complaint regarding the emergency roadside assistance service I received today. I am extremely disappointed, frustrated and concerned about the manner in which my request was handled, particularly because I was left stranded on a freeway for an extended period while my personal safety was compromised.

Today, I initially requested emergency roadside assistance through the MiWay app. At 13:56, I contacted the MiWay call centre because I had not received the assistance I urgently required.

I remained on the phone and waited for assistance. At approximately 14:51, I contacted the call centre again and was informed that assistance was on its way and that a gentleman named David had been dispatched to attend to me.

During this conversation, I specifically explained that my phone battery was critically low and that I was becoming increasingly concerned for my safety. I was a woman stranded alone on a freeway, vulnerable and exposed. In the circumstances we live in, being stranded alone in an isolated or unsafe environment is not something that can simply be treated as an inconvenience. I could potentially have been ******, assaulted, kidnapped or even killed.

Despite communicating the urgency and panic I was experiencing, I continued waiting for the assistance I had been told was on its way.

At approximately 15:29, I contacted MiWay again, only to be informed that David had cancelled the job card and would therefore not be coming to assist me.

What is particularly unacceptable is that nobody from MiWay contacted me to inform me that the assigned assistance had been cancelled. I was left sitting and waiting for help that was no longer coming. Had I not contacted MiWay myself, I would have continued waiting under the assumption that assistance was on its way.

Between approximately 15:29 and 16:04, a MiWay representative named Amogelang assisted me. I would like to specifically acknowledge her professionalism and compassion. She arranged for security and a tow truck to come to my assistance, kept checking on my safety, followed up on the whereabouts of both the security personnel and tow truck, and continuously updated me. Most importantly, she reassured me and kept me calm during an extremely frightening and stressful situation.

I was eventually assisted at approximately 16:30–17:00 and taken to a place of safety. Even after the immediate assistance had been provided, Amogelang continued to check on me and ensure that I was safe.

I sincerely commend Amogelang for the way she handled my situation. Her conduct demonstrated exactly what I would expect from an emergency assistance service. She showed concern, accountability, communication and empathy when I was at my most vulnerable.

However, her excellent service does not excuse the serious failures that occurred before she became involved.

I therefore require MiWay to provide me with a formal response to the following:

1. Why was my emergency roadside assistance handled in this manner? I would like to understand why I was left waiting for such an extended period despite having requested emergency assistance and repeatedly contacting the call centre.

2. What does MiWay define as “Emergency Roadside Assistance”? I would like a clear explanation of the expected turnaround time for emergency roadside assistance and whether the length of time I was left stranded complies with MiWay's service standards.

3. Why was I not informed when David cancelled the job card? This is one of my biggest concerns. I was told that help was on the way, yet the person assigned to assist me cancelled the job without anyone notifying me. Why was I left waiting for assistance that had already been cancelled?

4. What level of service am I paying for through my insurance policy? I pay my premiums with the expectation that when I require emergency assistance, particularly in a situation where my personal safety is at risk, MiWay will provide an appropriate and timely response. What happened today has seriously undermined my confidence in the value of the cover I am paying for.

5. Who is David, and why was my assistance cancelled? I would like an explanation of why the job card was cancelled, whether David is a MiWay employee or an external service provider, and what investigation or corrective action will be taken regarding the failure to honour the assistance request.

6. What measures will MiWay take to ensure that this does not happen to another customer? A customer should never be left unaware that their emergency assistance has been cancelled, particularly when they are stranded and have explicitly communicated concerns about their personal safety.

7. Why should I continue to insure my vehicle with MiWay after this experience? I would appreciate a meaningful response to this question because today's experience has seriously damaged my trust and confidence in MiWay.

I want to emphasise that this complaint is not simply about waiting for a tow truck. It is about being left vulnerable and potentially unsafe while relying on a service that I believed was there to protect and assist me in an emergency.

The lack of communication was unacceptable. Had I not repeatedly followed up, I would not have known that the assistance assigned to me had been cancelled.

I am therefore requesting that this matter be formally investigated and that I receive a written response addressing each of the concerns raised above. I would also like confirmation of the outcome of the investigation into the cancellation of my job card and what steps will be taken to prevent a recurrence.

I must be honest that, following today's experience, I am seriously reconsidering whether MiWay is the right insurance provider for me. I am extremely disappointed that when I genuinely needed the emergency service I am paying for, I felt abandoned and left to fend for myself.

I will be reviewing my insurance options and considering alternative providers. However, before making that decision, I believe MiWay owes me a proper explanation and accountability for what happened today.

Once again, I would like to place on record my appreciation to Amogelang, whose professionalism, compassion and consistent communication made a significant difference during an extremely distressing situation. She demonstrated the level of service I expected from MiWay from the moment I requested assistance.

I look forward to receiving your formal response.

Kind regards, Lerato Policy Number ***