Terrible service and PATHETIC turnaround time in resolving queries

I must express how disappointed and frustrated with Mix Telematics. Since I signed up with Mix in 2020, I have never had any issues and I have never missed any installment to current. Since finding out this year that I was able to receive petrol assist, I made use of those services as It was covered in my package. So firstly I started utilising these services between January and April. In all the calls made or received from Mix agents, I would only be advised that I am covered for up to R500.00 and 'would receive 10litres which is equivalent to +-R200, worth of petrol. To my understanding if the road assistant guys brought 10litres and Mix covers R500.00, I understood that there would be no additional charges to my account.

The problem started when I started to notice that I was being billed R99 for roadside assist every month from April and the billings raised 3times on the 25th of April, for the same amount amounting to R297 and was billed R99.00 in May, and another R99.00 in June.

From the 3rd of May 2022, I started calling Mix to find out why was I billed R99.00 for roadside assist every month and even when I didn't utilise their services and was billed more than the petrol assists I had requested. No one was able to advise until I was eventually transferred to Natalie, who at first sounded like she was going to get to the bottom of this and provide me with feedback and a solution. She did make me aware that roadside assist is outsourced and that she needed to listen to all the calls and recordings of all the times I had needed roadside assist services and 2months later, I still have no constructive explanation as to why I was billed for roadside assist and this even affects my credit score as it indicated that there were missed payments for Mix which is not true because I pay my monthly debit orders stress free.

I cannot explain the level of disappointment and disgusts I have for Mix and the customer service I have received thus far with regards to this query raised in May and we are now at the end July. This continues to affect my credit record and this fixed and resolved as soon as possible as I have been very patient and polite the whole time allowing Mix to conclude their investigations etc. To date, I have not heard anything from the person dealing with my case and it still shows that my account is in arrears which should not be the case.

After several calls and follow ups, I have resorted to escalate my complaint to this platform as no one has concluded the issue.

I was never advised that First Help/Assist charges Mix clients R600.00 for every roadside, this was never explained to me and no one ever explained to me every time I received roadside assist that there will be an addition R99.00 added to my account. To prove this, I requested for all the call recordings and wanted an explanation which after 3months I have not received anything. Your finance department must correct my statement as I am not owing you guys anything and can this be updated with the credit burau department as soon as possible.

Can someone senior please look into this query and provide urgent feedback.

Kind regards,