Problem handled by Vusumuzi Gumede

I've had a really torrid time with your company and your chosen service provider, Tracker.

On or about October 2014, I was approached by your call centre, to sign-up to the MiHelp+ Service. Your call centre agent, Diego Phasha explained to me that this would a supposedly quick and easy solution of agreeing to the service over the phone and an installation of the Tracker device in my car. He then requested I give him a rating on HelloPeter for his service.

What resulted was the following: - MiWay Service Provider, Tracker trying to get me to sign a contract directly with them (thereby, bypassing whatever arrangement they had with MiWay); - They then attempted to induce me in an underhanded way to commit to a more expensive service. - Their installation resulted in an absolute fiasco, with their team installing the device in the wrong place in my car, causing damage to the dashboard. - After many complaints and much persuasion, MiWay Service Provider eventually sent out an 'area foreman' to come and correct the problem. Having conceded that the guys who did the installation didn't know what they doing, he denied there was any damage to my dashboard. This was said all the while he hopefully bashed the dashboard back-in place to ensure the now-stretched piece did not pop-out again. - Despite confirmation from Honda confirming the damage, Tracker refuted any responsibility. Then said they would only consider placing the dashboard if I took the vehicle to one of their 'Assessors.' This is despite being presented with the letter of confirmation from the Honda Dealership. - They were so obstructive and appeals to MiWay to take responsibility for the behaviour of their Business Partner so futile that instead I attempted to cancel the policy. Imagine the sense of customer loyalty was fostered when I was told I couldn't because I had already signed for 36 months.

I was not in a position to follow through on what both MiWay and Tracker should have had coming to them for such lousy service.

So imagine my irritation last year in September, when when the MiWay service provider raised it's ugly head and began sending me invoices telling me I owed them money. This was just as the policy was on the brink of lapsing and obviously I had no intention of renewing it.

So Tracker's ingenuity brought them to the conclusion that they not only send me emails confirming their service with me (from a 'no-reply' url!)' but also a barrage SMS's and phone calls on a daily basis requesting me to settle an outstanding amount of R600 + !!! So all along I had been paying my policy through MiWay, and their partners were trying to get me to pay twice. Then they tried to get lawyers, Norman Bissett and Associates to get money off me. Endless phone calls, emails and SMS's from NB & Associates, demanding money that I did not owe followed.

I was beside myself as I am not in the position to handle these ****s, with my own busy life. My husband even suggested just settling the account to just get rid of them. Clearly this would not have worked, as they would have continued with their bullying tactics.

I resolved to set-up a complaint to the Consumer Protection Council, reporting Tracker and MiWay's inability to take responsibility for the problem that they initiated though their call centre. In addition, I have no idea what NB&A meant when they said I had been 'handed' over, but was poised to contact the Law Society and lodge a complaint with them as well.

So return the compliment of blatant disregard from MiWay and lousy service their preferred business partner, I embarked on a process of tracking down call centre agents and landed with Vusi Gumede, who took my complaint.

Not only did he respond to the problem immediately, he went the length of stopping Tracker and NB&A more than once just to get them off my back.

If only there were more agents like him.

MiWay can be guaranteed that had he not responded to my complaint as he did, I was prepared to take everyone down a torrid path of both the law and the media to seek retribution for really lousy corporate behaviour.

I truly hope this man gets ahead the way he clearly deserves to and ask the MiWay please acknowledge him for the problem he has spared them as a result of my complaint.

B Pheiffer