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Shannon G

1 reviews | Active since Jan 2020

09 Jan 2020, 09:15

Disgusted in the service of MIway to help a client!

Good day I received a letter from the Sheriff of the court of Monday morning for an accident that I was involved in last year January 2019, stating that they are suing me for the outstanding balance of what they owe on their car. I was told by Miway last year April that they had settled the guy and I needn't worry. Its now almost been a year and now this guy wants to sue me for the balance!! Why must I sit with this issue now if I have FULL COMPREHNESIVE COVER to cover me for issues like this???? Now to get to why I am really angry with Miway. I have been trying to get hold of someone to contact me to assist me with this!!

I have now sent 3 emails to Miway to contact me regarding this issue as stated above. On Monday morning I phoned Miway to speak to Lana in the legal department. I was told by the lady that she no longer works there. I then asked well is there anyone else I can speak to as this is urgent, she says to me no mam sorry you will have to send an email to *** to ask who your new agent is and they will get back to you. I sent an email to that email address at about 14h00, on the 6th Jan 2020. I then got an automated response that read "Hi there, We have received your mail and a MiWay consultant will be in contact with you within 48 hours" etc etc.

It has now been over 48 hours and have yet to see any response or phone call from Miway! I then sent another email yesterday forwarding my original email asking for someone to get back to me as no one can tell me over the damn phone who can assist me!

Again I received an automated response saying we will get into contact within 48hours. No one can help me over the phone and no one seems to answer my emails, so if I get taken to court by this guy who Miway told me they had settled in April 2019, then who pays that bill, definitely not me, as I have had no response from anyone at Miway.

This is an URGENT MATTER. I asked that someone contacts me regarding my claim first thing in the morning, and yet I am still waiting! I need someone to help me with this case. I was told by Lana in February 2019 that if ever this guy came up with any nonsense against me regarding the car accident that I could just call in and contact her directly or if she wasn't there, anyone would be able to pull my file and help me. Fat joke that is, as firstly she no longer works there, which is understandable, but secondly that no one can actually get back to me or assist me in dealing with the correct person!! I am utterly disgusted in the poor service and pathetic willingness of Miway consultants to help a client!

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Replies (2)
MiWay Insurance
MiWay Insurance's reply09 Jan 2020, 09:50
Official
Thank you for taking the time to write to us! We’re so sorry to hear that your recent service experience has left you feeling let down and undervalued and we assure you that it is never our intention to upset you in any way. 

We have escalated your concerns and one of our agents will be in touch to assist you shortly!

Best regards,
The MiWay Team
SG
Shannon G's update23 Jan 2020, 10:01
Reviewer Update
So after I put this issue on Hello Peter, I recieved a phone call from thier legal department almost 24hrs later. A lady who is now dealing with my case appologised for the inconvenience as they were short staffed being the beginning of the year and everything was chaotic, which I can completely understand. Anyways she told me not to worry and that I just needed to send the summons to her email addres and once recieved she would let me know and they would handle it all for me I need not worry. I sent her an email with the summons attached on the 10th January asking her to please respond once she had recieved it as well as I also CC'd the email addresses she had CC'd when she sent me an email requesting the summons document. I did not receive any emails back. I then followed up on the 13th Jan to find out if she had received it. I got an automated reply to say she was out of the office and if I had any emergencies I could contact *** fat chance I was doing that as I couldnt even get one response from that email address, only once I postwd on HELLOPETER did I get a response. I then decided I would give her a chance to respond. I waited another 2 days and on the 15th I emailed her again asking if she recieved it and that I was highly dissapointed once again!!! Still no response. I then phoned Miway on the 20th to speak to her. Firstly as I mentioned before there is no option to speak to a consultant in the legal department, so I had to go through about 5 sections in order to speak to someone, I then get told by the consultant that I am not allowed to phone as I am not the client. I told him yes I am why would I phone if I wasnt the client my policy is just under my husbands name. He then transfered me to the legal department. 8 minutes I was on hold for!! I emailed her again saying I am dissappointed and that she needs to contact me ASAP!! And guess what, it is now the 23rd of Jan and I am still waiting for a response!!! Like I said before this is a reflection on my name not miways name. If they had issues they would phone the client straight away and if they didnt get a response sms's and emails would be sent etc etc. But roles reversed and it takes 17 days for them to not even respond. This is absolutely pathetic customer service on Miways part. This legal consultant I am dealing with, I honestly thought she was on the ball, but clearly not it was just to shut the customer up and say hut we have now contacted you. Im not that person to keep quiet! If she was unavaliable or something was wrong that she was unable to respond to me, why didnt anyone else who was CC'd on that email reply to me and advise me??? (*** za) Is is so hard in a modern day of technology to type out a quick sentence to say "Recieved busy with it thanks"... nope seems to hard. I am honestly dissapointed in the service I have recieved. Miway I am disgusted!