Terrible Handling of ***

<p>On 13/01/2017 at 08:26, I have received an email communication update from Miway for *** with the outcome that the car has been written off.</p> <p>The email demanded that I should hand over vehicle documents and the car keys including spare keys and the courier will be sent to fetch these. </p> <p>The email stated further that "Should you wish to get more information on the claims process and what to expect during the write-off process, more details are available on the website." I visited the website but no info was there.</p> <p>At this stage, no explanation of this process was given to me and no options were presented to me whatsoever.</p> <p> </p> <p>At 09:19, I called Abel and requesting that he walks me through the write-off process so that I can understand it. He had thoroughly walked me through the process and gave me the options I have, using exemplary figures, e.g. in case of Financed Car write-off and Paid-up vehicle write-off. He also mentioned the option of Buyback option where I get to keep the car, in which I said to him keeping the car is the option I am choosing. He mentioned that I will be receiving a call from someone who deals with write-offs and buyback options, but he's available should I have any queries. He did an excellent job and I value and compliment his professionalism on this.</p> <p> </p> <p>At 10:04, I chatted to Anja Scheepers requesting a detailed assessment report / breakdown. She sent it to me at 10:20. Here's an excerpt from her email received at 10:20:</p> <p> </p> <p>"If you take the buyback option where you get to keep the vehicle you will get the vehicle value minus the excess and the vehicle salvage which will give you roughly R49570.25 and you repair the vehicle yourself".</p> <p> </p> <p>At 11:40, I wrote a confirmation email to Anja and CC'd Abel that I am choosing the buyback option, and my email read as follows:<br />" Thank you for the breakdown Report. I hereby confirm that I am taking the buyback option, and so I will keep the car."<br /><br />However, at 11:50, I received an email from Anja and it reads:<br />"We will need to get permission from the manager to give you the buyback option.</p> <p> Abel, please ask Tlangi if we can give the client the buyback"<br /><br /><br /></p> <p>At 17:00, I received a call from Abs Towing ( ********** ) stating that they want to come and pick up the Audi A3 sent by Miway.</p> <p>=======================</p> <p>My questions to you:</p> <p> </p> <p>1) Why on the initial email was I never given no options that are available to me such as buyback option, but being demanded that I hand over the car, keys and its documents?</p> <p> </p> <p>2) How was the breakdown report, detailed figures and buyback option detailing amount R49570.25 payable to me, be given to me by Anja, and when I have chosen the buyback option, then being told that "there has to be permission from the manager before buyback option is granted"?</p> <p>How was I given such option before manager's approval because it is impossible for such information to be released without manager's approval.</p> <p> </p> <p>3) Why, despite chosen a buyback option telephonically on Abel, and via written confirmation by email to Anja, am I being harassed by ABS Towing about the car to be picked up by your instruction? </p>